100-140 Question 14
Single answerYou are assisting a user who reports that their computer is unable to connect to the corporate Wi-Fi network. To troubleshoot, you verify that the Wi-Fi adapter is enabled, confirm the correct credentials are being used, and test the connection on a different laptop, which works successfully. You then reset the affected computer's network settings, after which the connection is established. Which of the following is the best way to document this issue and resolution?
- A
The user was unable to connect to Wi-Fi. Resetting the network settings resolved the issue.
- B
The user was unable to connect to the corporate Wi-Fi due to an unspecified issue. The network settings were reset, which resolved the problem.
- C
The user reported being unable to connect to the corporate Wi-Fi. Troubleshooting steps included verifying the Wi-Fi adapter, confirming correct credentials, and testing the network on another device. Resetting the network settings on the affected device resolved the issue.
- D
The user had issues with Wi-Fi connectivity. After troubleshooting, the issue was fixed.
Show answer and explanation
Correct answer: C
Explanation
Documentation in IT support must be clear, concise, factual, and comprehensive. It should describe the problem, the steps taken to troubleshoot, and the resolution in sufficient detail. Option 3 meets all these criteria, providing a complete and professional summary of the issue and resolution.
- A. Incorrect.
This option is too vague and lacks essential details about the troubleshooting steps and results. It does not provide a clear and comprehensive description.
- B. Incorrect.
This option includes a partial description but does not specify the troubleshooting steps taken, nor does it provide a factual explanation of the resolution.
- C. Correct.
This option provides a clear, concise, and factual description of the problem, the troubleshooting steps (Wi-Fi adapter check, credential verification, cross-testing), and the resolution (resetting network settings).
- D. Incorrect.
This option does not include sufficient detail about the troubleshooting steps or the resolution, making it unsuitable for comprehensive documentation.