220-1102 Question 665
Single answerKnowledge base/articlesA help desk technician resolves a recurring VPN issue by discovering that users must remove an outdated connection profile before installing the new company VPN client. During the last month, six tickets for the same problem were escalated to Tier 2 before being resolved. What should the technician do NEXT to best improve support efficiency and align with standard help desk practices?
- A
Create or update a knowledge base article with the symptoms, cause, and step-by-step resolution, then link it to the ticket category for future incidents
- B
Close the current ticket and wait to see whether additional users report the same problem before documenting anything
- C
Send the fix to only the other technicians by instant message so they can apply it informally when the issue appears again
- D
Instruct users to reinstall the operating system if the VPN client fails, because that will eliminate any old profile conflicts
Show answer and explanation
Correct answer: A
Explanation
This question tests practical use of knowledge base articles in a support environment. In A+ Core 2, technicians are expected to understand the value of documentation, ticketing processes, and efficient incident resolution. When a problem is recurring and a reliable fix is known, the best practice is to document it in a knowledge base article so future technicians can resolve it quickly at the lowest appropriate support tier. A strong article typically includes the issue description, affected systems, symptoms, cause, prerequisites, resolution steps, and any escalation criteria. This aligns with common IT service desk practices such as reducing repeat work, improving first-contact resolution, and standardizing support responses. Internal vendor documentation, service desk procedures, and IT support frameworks commonly emphasize maintaining accurate knowledge articles for known issues and frequently encountered incidents.
- A. Correct.
Correct. A recurring issue that has a verified resolution should be documented in the organization's knowledge base or internal article repository. Including the symptoms, root cause, prerequisites, and exact resolution steps helps Tier 1 technicians resolve future incidents faster and more consistently. Linking the article to the related ticket category or incident type is a common service desk best practice because it improves searchability and reduces unnecessary escalations.
- B. Incorrect.
Incorrect. Waiting to document a proven, repeatable fix wastes time and increases repeat escalations. Once a resolution has been validated, documenting it is the appropriate next step. The misconception here is that documentation is only necessary for major outages; in practice, recurring support issues are exactly the type of problem that should be captured in a knowledge base.
- C. Incorrect.
Incorrect. Sharing the fix informally by chat may help a few technicians temporarily, but it does not create an auditable, searchable, standardized reference. Instant messages are easy to lose, are not usually reviewed for accuracy, and do not support consistent troubleshooting workflows. The misconception is that quick communication is enough; however, support organizations rely on maintained documentation, not tribal knowledge alone.
- D. Incorrect.
Incorrect. Reinstalling the operating system is excessive and inappropriate for a known application-profile conflict. It increases downtime and risk and ignores the verified targeted fix. This distractor reflects a common mistake of using a broad, disruptive solution instead of applying the documented least-invasive corrective action.