220-1102 Question 647
Single answerProgress notesA technician is working an intermittent VPN issue for a remote user. Earlier in the day, the technician verified the user's internet connection, updated the VPN client, and had the user successfully reconnect. The technician must now transfer the ticket to the evening shift because the user reported that the problem returned after 30 minutes. Which progress note entry is the BEST example of proper documentation before escalation?
- A
VPN still broken. Tried a few fixes and it worked for a bit. Escalating to next shift.
- B
User says VPN disconnects sometimes. Probably ISP related. Tell networking team to check it.
- C
3:40 PM - User reported VPN disconnected again after approximately 30 minutes of use. Verified home internet remained active during disconnect. Earlier actions completed: confirmed connectivity, updated VPN client to current approved version, rebooted system, and tested successful reconnection. Issue recurred. Advised user to note exact disconnect time if repeated. Escalating to evening shift for continued monitoring and log review.
- D
Resolved issue by reinstalling the VPN software. Closing ticket, but the next technician can reopen it if needed.
Show answer and explanation
Correct answer: C
Explanation
In A+ Core 2, proper ticket documentation and professionalism are critical parts of the troubleshooting process. Progress notes should be clear, chronological, factual, and specific enough that another technician can continue work without repeating the same steps. Best practices include documenting the user's symptoms, what was verified, actions taken, results of those actions, any instructions provided to the user, and the reason for escalation or status change. Option 3 follows those best practices by including objective details and preserving continuity between shifts. This aligns with standard help desk documentation practices and the CompTIA troubleshooting model, especially documenting findings, actions, and outcomes throughout the incident lifecycle.
- A. Incorrect.
This is not the best progress note because it is vague and incomplete. Good progress notes should clearly document what was observed, what troubleshooting steps were taken, what the results were, and why the ticket is being escalated. Saying 'tried a few fixes' does not help the next technician continue efficiently.
- B. Incorrect.
This option is incorrect because it includes an unsupported assumption: 'Probably ISP related.' Progress notes should record facts, actions, and results rather than guesses presented as conclusions. It also lacks sufficient detail about what was already tested and what outcome occurred after each step.
- C. Correct.
This is the best answer because it records the time, the user's report, the technician's verification, the exact troubleshooting steps already performed, the fact that the issue temporarily improved, and the reason for escalation. It also documents guidance given to the user. These are all elements of effective progress notes that support continuity of service and reduce duplicated effort.
- D. Incorrect.
This is incorrect because it inaccurately marks the issue as resolved even though the problem returned. Progress notes and ticket status should reflect the current state of the issue. Closing a ticket with an unresolved intermittent problem can delay support and creates misleading documentation.