220-1102 Question 658
Single answerStandard operating procedures (SOPs)A technician at a midsize company receives a call from an employee who spilled coffee on a company-issued laptop. The device is still powered on, and the employee says they need to finish a presentation in 20 minutes. The company's standard operating procedure (SOP) for liquid-damaged devices states: disconnect power, power off the device if safe to do so, prevent further use, document the incident, and escalate according to policy. Which action should the technician take FIRST to follow the SOP correctly?
- A
Advise the employee to keep using the laptop until the presentation is complete, then bring it in for cleaning
- B
Instruct the employee to disconnect external power and shut down the laptop immediately to prevent further damage
- C
Have the employee run hardware diagnostics to determine whether the spill affected the keyboard or mainboard
- D
Tell the employee to place the laptop in a warm area so the liquid can evaporate before powering it off
Show answer and explanation
Correct answer: B
Explanation
The best answer is to immediately remove power and shut down the laptop, because standard operating procedures are designed to ensure safe, consistent responses to common incidents. For liquid-damaged equipment, best practice is to stop device operation, disconnect AC power and any removable battery if applicable, document the incident, and escalate or arrange repair according to organizational policy. In A+ Core 2, SOP-related questions often test whether the technician follows documented process instead of improvising based on convenience or urgency. Even when the employee has an immediate business need, the technician should follow the approved procedure to reduce safety risk, avoid additional damage, and support proper incident handling and chain of responsibility.
- A. Incorrect.
This is incorrect because it ignores the SOP requirement to prevent further use after a liquid spill. Continuing to operate a liquid-damaged laptop can cause short circuits, corrosion, and greater hardware damage. A user may choose this option because it seems to prioritize business continuity, but SOPs exist to reduce risk and preserve equipment and data.
- B. Correct.
This is correct because the SOP explicitly prioritizes disconnecting power and powering off the device to minimize electrical damage and safety risk. In a real-world support environment, the first step is to stabilize the situation by removing power sources and stopping use of the affected device before documentation, diagnostics, or escalation.
- C. Incorrect.
This is incorrect because diagnostics are not the first step for a device with active liquid exposure. Running diagnostics while the system is still powered can worsen the damage. Someone might choose this because diagnostics are common in troubleshooting, but SOPs for physical incidents require immediate protective actions first.
- D. Incorrect.
This is incorrect because leaving the device powered on while waiting for evaporation is unsafe and conflicts with the SOP. Heat or passive drying is not the first response in standard workplace procedures for liquid damage. This option reflects a common misconception that drying alone is sufficient even when the device remains energized.