220-1102 Question 637
Single answer4.1 Given a scenario, implement best practices associated with documentation and support systems information management.A help desk technician is closing a ticket for a user whose laptop could not connect to the corporate VPN after a password change. The technician reset the cached credentials, verified MFA enrollment, confirmed successful VPN access, and noticed that two other users reported the same issue earlier that day. The company wants to reduce repeat calls and improve troubleshooting consistency. Which action should the technician take NEXT as the BEST practice for documentation and support systems information management?
- A
Close the ticket after noting that the VPN issue is resolved, since the user's problem has been fixed
- B
Update the ticket with the final resolution and add a knowledge base article or known issue entry describing the symptoms, cause, and fix
- C
Email the solution to the user's department and skip updating the ticketing system to save time
- D
Delete earlier duplicate tickets so the reporting dashboard shows only one incident
Show answer and explanation
Correct answer: B
Explanation
The best answer is to document the resolution in the ticket and add or update a knowledge base article or known issue entry. In A+ Core 2, documentation and support systems information management focuses on accurate ticket notes, proper categorization, knowledge transfer, and preserving historical records for trend analysis. When an issue affects multiple users, the technician should not only close the individual ticket correctly but also contribute to shared documentation so future incidents can be handled consistently. Good practice includes recording symptoms, root cause if known, troubleshooting steps taken, final fix, and any user-impact details. Tickets should remain in the system for reporting and audit purposes, and related incidents should be linked rather than deleted.
- A. Incorrect.
This is incorrect. Documenting only that the issue is resolved is not enough when multiple users experienced the same problem. Best practice is to include clear resolution details in the ticket and, when a pattern emerges, create or update centralized support documentation so future technicians can resolve similar incidents efficiently.
- B. Correct.
This is correct. Proper information management includes maintaining accurate ticket records and updating shared documentation such as a knowledge base or known issue database. Because multiple users had the same VPN problem, documenting the symptoms, cause, and resolution helps standardize support, reduce repeat troubleshooting, and improve first-call resolution.
- C. Incorrect.
This is incorrect. Emailing a department may temporarily spread the fix, but it does not replace formal documentation in the ticketing and knowledge management systems. Emails are harder to track, search, audit, and reuse. Support best practices require preserving the resolution in approved systems of record.
- D. Incorrect.
This is incorrect. Duplicate or related tickets should typically be linked, categorized, or associated with a parent incident/problem record rather than deleted. Removing them can damage trend analysis, reporting accuracy, and historical records that help identify widespread issues.