100-140 Question 388
Single answerA user contacts the IT support team with an issue that has been resolved in the past. As a Cisco Certified Support Technician, you recall there is an internal knowledge base article that addresses the problem. What is the best course of action to assist the user while following best practices for IT support?
- A
Direct the user to search the knowledge base themselves.
- B
Provide the user with the knowledge base article link and guide them through the steps.
- C
Resolve the issue for the user without referencing the knowledge base article.
- D
Inform the user that the issue has been resolved in the past but do not provide any further details.
Show answer and explanation
Correct answer: B
Explanation
Using the internal knowledge base article to guide the user is a best practice in IT support. It not only resolves the issue efficiently but also helps the user understand the solution, reducing the likelihood of future support requests for the same issue. This approach also reinforces the value of maintaining a well-documented knowledge base for both technicians and end users.
- A. Incorrect.
Directing the user to search the knowledge base themselves may cause frustration and is not a proactive or efficient support approach.
- B. Correct.
Providing the knowledge base article link and guiding the user through the steps ensures the issue is resolved efficiently and empowers the user to handle similar issues in the future.
- C. Incorrect.
Resolving the issue for the user without referencing the knowledge base article does not help the user learn from the experience or make use of the documented solution.
- D. Incorrect.
Informing the user that the issue has been resolved in the past without providing any further details is unhelpful and does not resolve the user's problem.