100-140 Question 24
Single answerA user reports that their computer is running unusually slow. As a Cisco Certified Support Technician, what is the best initial step to define the problem?
- A
Ask the user to restart their computer to see if the issue resolves itself.
- B
Gather detailed information from the user about when the slowness occurs and what applications are being used.
- C
Run a virus scan on the computer without consulting the user.
- D
Immediately escalate the issue to a senior technician for further investigation.
Show answer and explanation
Correct answer: B
Explanation
Defining the problem is a critical first step in troubleshooting. By gathering detailed information from the user, the technician can better understand the scope of the issue, identify patterns, and determine the necessary next steps. Jumping to solutions or escalating prematurely can waste time and resources, while proper problem definition ensures efficient and effective troubleshooting.
- A. Incorrect.
While restarting the computer may temporarily resolve some issues, this does not help in defining the root cause of the problem. It should only be considered after gathering more information.
- B. Correct.
Gathering detailed information from the user is the correct approach to start defining the problem. Understanding when the issue occurs, what applications are involved, and the specific symptoms helps narrow down potential causes.
- C. Incorrect.
Running a virus scan without consulting the user is premature and assumes the issue is related to malware without any evidence. It skips the crucial step of understanding the problem first.
- D. Incorrect.
Escalating the issue immediately is unnecessary at this stage. Proper problem definition is essential before involving senior technicians, as many issues can often be resolved at the first level of support.