100-140 Question 389
Select 3An IT support technician receives a report about a recurring issue with a company's internal VPN connection. To resolve the issue efficiently, the technician decides to consult the company's internal knowledge base. Which of the following steps should the technician take to ensure the most relevant and accurate information is retrieved?
- A
Search the knowledge base using specific keywords related to the VPN issue.
- B
Check the last updated date on the knowledge base articles to ensure they are current.
- C
Ignore internal knowledge base articles and search for solutions on external forums and websites instead.
- D
Review any linked troubleshooting guides or related articles in the knowledge base.
- E
Rely solely on the titles of the articles without reading the full content.
Show answer and explanation
Correct answers: A, B, D
Explanation
Internal knowledge base articles are designed to provide detailed, company-specific guidance for resolving IT issues. By using specific keywords, verifying the currency of the articles, and exploring related resources, IT support technicians can ensure they are obtaining the most accurate and relevant information for troubleshooting. Ignoring the internal knowledge base or relying on incomplete information can lead to inefficiencies and inaccurate resolutions.
- A. Correct.
Using specific keywords helps narrow the search to articles that are most relevant to the reported issue, saving time and improving efficiency.
- B. Correct.
Checking the last updated date ensures the information is current and aligned with recent updates to the VPN system or company policies.
- C. Incorrect.
While external resources may sometimes be helpful, they should not replace internal knowledge base articles, which are tailored to the company's specific systems and configurations.
- D. Correct.
Reviewing linked troubleshooting guides or related articles can provide additional context or steps to follow, increasing the likelihood of resolving the issue.
- E. Incorrect.
Relying solely on article titles can lead to misunderstandings or missing critical details, as the full content of the article provides the necessary steps and explanations.