100-140 Question 43
Select 3A user reports that they were unable to access a shared network printer. After troubleshooting, you resolved the issue by updating the printer driver and adjusting the printer's network permissions. What should you include in the documentation to accurately record the changes made?
- A
Details of the updated printer driver version
- B
The steps to adjust the printer's network permissions
- C
The name of the user who reported the issue
- D
The exact timestamp of the troubleshooting process
- E
The root cause of the issue and how it was resolved
Show answer and explanation
Correct answers: A, B, E
Explanation
Proper documentation of changes made to resolve a problem is essential for troubleshooting, knowledge sharing, and preventing recurrence. Including details about the updated printer driver, the steps to adjust permissions, and the root cause with its resolution ensures a comprehensive record of the actions taken.
- A. Correct.
This is correct because documenting the updated printer driver version ensures that future reference includes technical details about the change.
- B. Correct.
This is correct because documenting the steps taken to adjust network permissions provides clarity on what changes were made to resolve the issue.
- C. Incorrect.
This is incorrect because while the user's name is helpful for tracking the case, it is not directly related to documenting the resolution details.
- D. Incorrect.
This is incorrect because while timestamps can be useful for tracking, they are not essential for documenting the changes made to resolve the issue.
- E. Correct.
This is correct because documenting the root cause and resolution provides valuable context and helps prevent similar issues in the future.