220-1102 Question 757
Single answerFormalA company is revising its support procedures to improve professionalism and reduce miscommunication with users and management. A technician receives a ticket about intermittent VPN failures affecting a remote employee. The issue is not yet fully diagnosed, but the employee's manager asks for a written update that can be shared with leadership. Which response best demonstrates formal communication appropriate for an A+ Core 2 support environment?
- A
Write: "VPN is broken again. We are trying random fixes and will let you know when it works."
- B
Write: "The user says the VPN drops sometimes. Maybe it is their home internet, but we are not sure. Tell them to keep retrying."
- C
Write: "We are investigating intermittent VPN disconnections affecting the employee's remote access. Initial troubleshooting has been performed, and we are currently isolating whether the cause is the endpoint configuration, ISP stability, or VPN service availability. The next update will be provided by 3:00 PM."
- D
Write: "This is probably a user error. The employee should reboot and avoid using Wi-Fi until further notice."
Show answer and explanation
Correct answer: C
Explanation
In A+ Core 2, communication professionalism is an important part of operational procedures and customer support. Formal communication should be clear, concise, respectful, and suitable for business records. It should avoid slang, blame, speculation presented as fact, and emotionally charged wording. In real support environments, written updates may be reviewed by users, managers, auditors, or other technicians, so technicians should document verified observations, current actions, and expected follow-up times. This approach aligns with common IT service management best practices such as maintaining accurate ticket notes, using professional language in customer-facing communications, and setting clear expectations during incident handling.
- A. Incorrect.
Incorrect. This response is unprofessional and vague. Phrases such as "broken again" and "trying random fixes" do not reflect structured troubleshooting or appropriate business communication. Formal communication in an IT support setting should be clear, objective, and suitable for escalation or management review.
- B. Incorrect.
Incorrect. Although this option is less informal than Option 1, it still relies on speculation and provides no clear status, ownership, or next step. Formal communication should avoid unsupported assumptions and should communicate the current state of investigation in a precise and neutral way.
- C. Correct.
Correct. This response uses professional, objective language and communicates the current status without making unsupported conclusions. It identifies the scope of the issue, summarizes work in progress, and sets an expectation for follow-up. This aligns with formal communication practices used in ticketing systems, status updates, and management communications.
- D. Incorrect.
Incorrect. This response is inappropriate because it assigns blame without evidence and gives potentially premature instructions. Formal communication should remain factual, avoid accusatory language, and document only verified findings and reasonable next actions.