220-1102 Question 766
Single answerPersonal callsA company allows limited personal use of office phones during breaks, but the acceptable use policy states that personal calls must not interfere with work or create unnecessary costs. A user asks the help desk whether they can use the office phone to make a long-distance personal call during lunch because their mobile phone battery is dead. What should the technician do FIRST?
- A
Approve the call because it is during lunch and does not affect productivity
- B
Deny the request and remind the user that personal calls are never permitted on company equipment
- C
Check the organization's acceptable use policy and advise the user based on company policy
- D
Allow the call if the user agrees to reimburse the company later
Show answer and explanation
Correct answer: C
Explanation
The best first action is to verify and follow the organization's acceptable use policy. In real support environments, personal calls on company devices are governed by business rules, cost controls, and acceptable use requirements. Even if limited personal use is permitted, details such as long-distance calling, break-time exceptions, and authorization requirements must come from company policy, not the technician's personal judgment. This aligns with CompTIA A+ Core 2 operational procedure and professionalism objectives: follow organizational policies, maintain proper boundaries, and avoid making unauthorized exceptions. Best practice is to consult the acceptable use policy, employee handbook, or documented telecom usage policy before advising the user.
- A. Incorrect.
This is incorrect because being on lunch does not automatically make the call acceptable. The issue is not only productivity but also whether company policy permits personal long-distance use of business resources. A technician should not make assumptions based on timing alone.
- B. Incorrect.
This is incorrect because the scenario already states that limited personal use is allowed. Saying personal calls are never permitted contradicts the stated policy and reflects a common mistake of overenforcing restrictions without verifying the actual rules.
- C. Correct.
This is correct because the technician should follow organizational policy rather than personal judgment. In A+ Core 2 operational procedures and professionalism topics, technicians are expected to comply with acceptable use policies and company guidelines when responding to user requests involving company resources.
- D. Incorrect.
This is incorrect because reimbursement does not replace policy compliance. A technician typically does not have authority to approve exceptions based on informal repayment, and doing so could create accounting, compliance, or fairness issues.