100-140 Question 387
Single answerYou are working in an IT support role and receive a ticket about a recurring issue with a software application used by your organization. You recall there was a knowledge base article explaining how to resolve this issue. What is the best course of action to address the ticket?
- A
Search the internal knowledge base to find the relevant article and follow its steps to resolve the issue.
- B
Forward the ticket to a senior colleague without attempting to resolve it yourself.
- C
Direct the user to search the knowledge base themselves for the solution.
- D
Mark the ticket as resolved without taking any further action since the issue is common.
Show answer and explanation
Correct answer: A
Explanation
Knowledge base articles, whether internal or industry-standard, are critical resources in IT support. They provide step-by-step solutions for recurring issues, allowing support technicians to resolve tickets efficiently and consistently without escalating unnecessarily. Using the knowledge base ensures the issue is addressed properly and maintains a high standard of service.
- A. Correct.
This is the correct approach. Searching and utilizing the internal knowledge base ensures you efficiently resolve the issue using pre-documented solutions, saving time and maintaining consistency.
- B. Incorrect.
Forwarding the ticket without attempting to resolve it is not ideal, as the knowledge base article is a resource you can use independently to address the problem.
- C. Incorrect.
While knowledge base articles can be shared with users, it is your responsibility to address the issue directly as part of IT support.
- D. Incorrect.
Marking the ticket as resolved without taking action is unprofessional and does not address the user's issue, even if it is a common one.