100-140 Question 25
Single answerA user contacts the IT support team to report that their laptop is frequently disconnecting from the corporate Wi-Fi network. What is the most effective way to gather detailed information about the issue?
- A
Ask the user to describe the issue, including the frequency and time of disconnections.
- B
Immediately escalate the issue to the network administrator.
- C
Request the user to restart their laptop and check if the issue persists.
- D
Run a remote diagnostic tool on the user's laptop without asking further questions.
Show answer and explanation
Correct answer: A
Explanation
The first step in resolving any technical issue is to gather as much detailed information as possible. Asking the user to describe the nature, frequency, and timing of the problem provides the necessary context for effective troubleshooting. This approach ensures that the technician has the data needed to identify potential causes and select appropriate diagnostic or resolution steps.
- A. Correct.
This is correct because asking the user to describe the issue in detail helps gather essential information, such as when the issue occurs, how often it happens, and any relevant patterns. This information is critical for troubleshooting.
- B. Incorrect.
This is incorrect because escalating the issue without gathering information wastes time and resources. Support technicians should collect detailed information before escalating to higher-level support.
- C. Incorrect.
This is incorrect because restarting the laptop is a troubleshooting step, not a method of gathering information. It may resolve the issue but does not provide insight into the root cause.
- D. Incorrect.
This is incorrect because running a diagnostic tool without first understanding the problem may lead to irrelevant or incomplete results. Gathering context from the user is essential before proceeding with tools.