220-1102 Question 645
Single answerClear, concise written communicationA help desk technician needs to email a remote employee instructions for reconnecting to the corporate VPN after a password change. The employee is not technical and is trying to work before an important meeting. Which email draft demonstrates the BEST clear, concise written communication?
- A
Your credentials were likely invalidated due to the recent identity lifecycle event. Please remediate by reauthenticating against the VPN client with your updated secret and advise whether the tunnel establishes successfully.
- B
Hi, your VPN issue is because your old password is still cached. Please follow these steps: 1) Disconnect the VPN. 2) Open the VPN app. 3) Enter your new company password. 4) Click Connect. If it still fails, reply to this email or call the help desk at x5555.
- C
VPN problems after a password reset are common. There are several possible causes, including cached credentials, account lockouts, expired certificates, and synchronization delays. Review your network settings and try reconnecting after some time.
- D
Use the new password. It should work now.
Show answer and explanation
Correct answer: B
Explanation
The best answer is the message that is tailored to the audience, uses plain language, and provides short, actionable steps. In A+ Core 2 support scenarios, clear written communication means avoiding unnecessary technical terminology, organizing instructions logically, and including an escalation path if the issue is not resolved. Common IT support best practices for customer communication emphasize audience awareness, concise wording, step-by-step instructions, and confirmation of next actions. Option 2 best reflects those principles by giving the user exactly what they need to try immediately without extra complexity.
- A. Incorrect.
This option is incorrect because it uses technical jargon such as "identity lifecycle event," "reauthenticating," and "tunnel establishes" that may confuse a nontechnical user. Although the message is somewhat accurate, it is not written in a user-friendly or concise way for the audience in the scenario.
- B. Correct.
This option is correct because it uses plain language, explains the likely cause briefly, provides clear step-by-step actions, and gives the user a next step if the issue continues. This aligns with help desk communication best practices: be specific, avoid unnecessary jargon, and include a clear call to action.
- C. Incorrect.
This option is incorrect because it provides too much background information and too many possible causes without telling the user exactly what to do first. While technically plausible, it is not concise and is less helpful to a user under time pressure.
- D. Incorrect.
This option is incorrect because it is too vague. It does not tell the user where to enter the new password, what steps to take, or what to do if the problem continues. Clear written communication should be brief but still actionable.