220-1102 Question 759
Single answerUse proper language and avoid jargon, acronyms, and slang, when applicableA support technician is helping a new employee who is frustrated after a software installation failed. The employee is not very familiar with computers and says, "Your installer is broken and makes no sense." Which response best demonstrates proper language by avoiding jargon, acronyms, and slang while still moving the troubleshooting process forward?
- A
The MSI probably failed because the OS does not meet the app's minimum specs. Check whether your PC is compliant.
- B
It looks like the installation did not complete. Let us check whether your computer meets the program's requirements and then try the setup again.
- C
Your machine may have choked on the install package. Reboot it and see if the issue clears.
- D
The executable likely timed out during deployment. I will verify the endpoint configuration and remediate as needed.
Show answer and explanation
Correct answer: B
Explanation
The best answer is the option that communicates clearly, professionally, and in terms the user can easily understand. On A+ Core 2, communication professionalism is part of successful support, not just technical accuracy. A technician should adjust wording to the user's experience level, avoid unnecessary abbreviations, avoid slang, and explain next steps clearly. This aligns with common help desk and customer support best practices: use plain language, set expectations, and maintain a respectful tone while troubleshooting.
- A. Incorrect.
This is incorrect because it uses several technical terms and abbreviations that may confuse a nontechnical user, including file package terminology, operating system shorthand, and specifications language. Although the troubleshooting idea is reasonable, the communication is not appropriate for a user who is unfamiliar with technical vocabulary.
- B. Correct.
This is correct because it explains the problem in plain language, avoids abbreviations and slang, and clearly tells the user what will happen next. It keeps the conversation professional and understandable, which is a key best practice when supporting users with different levels of technical knowledge.
- C. Incorrect.
This is incorrect because it uses informal and unclear language such as "choked," which is slang and not professional. While restarting can be a valid troubleshooting step in some situations, the wording does not meet the requirement to use proper language and avoid jargon and slang.
- D. Incorrect.
This is incorrect because it uses highly technical wording that is more suitable for internal documentation than for speaking with an end user. Terms like "executable," "deployment," "endpoint configuration," and "remediate" may be accurate in some contexts, but they are not user-friendly and do not reflect plain-language communication.