220-1102 Question 768
Single answerPersonal interruptionsA technician is replacing a user's laptop drive and has the laptop disassembled on the workbench with the user's company data temporarily accessible during the repair. In the middle of the job, the technician gets a call that a family member has been taken to the hospital and needs to leave immediately. Which of the following is the BEST action for the technician to take before leaving?
- A
Leave the laptop open on the bench and ask a nearby user to watch it until another technician is available
- B
Quickly finish only the hardware replacement, even if documentation and cleanup are skipped
- C
Secure the device and any exposed data, document the current repair status, and notify a supervisor or another authorized technician for handoff
- D
Take the laptop home to finish the repair later so the user's downtime is minimized
Show answer and explanation
Correct answer: C
Explanation
This question tests professionalism and operational security during a personal interruption, a common A+ Core 2 workplace scenario. The best practice is to secure the customer's equipment and data, document the work in progress, and perform a proper handoff to an authorized person if the technician must leave unexpectedly. This aligns with standard IT support expectations around confidentiality, change tracking, chain of custody, and incident accountability. CompTIA A+ Core 2 objectives emphasize professionalism, proper documentation, and following organizational policies when handling customer devices and sensitive information. The key idea is that a personal emergency may require the technician to leave, but it does not justify leaving devices unsecured, skipping process steps, or taking equipment outside approved controls.
- A. Incorrect.
This is incorrect. Leaving equipment and exposed company data unattended or under the watch of an unauthorized person violates basic physical security and privacy practices. A nearby user is not part of the repair chain of custody and should not be responsible for safeguarding sensitive equipment or information.
- B. Incorrect.
This is incorrect. Rushing to complete the hardware work while skipping documentation, cleanup, or proper security steps creates risk. An incomplete or poorly documented repair can lead to mistakes, lost parts, safety issues, and confusion for the next technician. Personal emergencies do not remove the need to protect data and maintain process integrity.
- C. Correct.
This is correct. In a personal interruption scenario, the technician should first protect the customer's device, components, and data by securing the work area and the system. Then the technician should document what has been completed and what remains, and notify a supervisor or authorized coworker for proper transfer of responsibility. This preserves confidentiality, accountability, and continuity of service.
- D. Incorrect.
This is incorrect. Taking a company device off-site without authorization is a major security and policy violation. Even if the intent is to help the user, removing the laptop from the workplace and continuing the repair elsewhere breaks proper custody, may expose sensitive data, and is not an acceptable response to a personal interruption.