220-1102 Question 773
Single answerA user calls the help desk and says, "My computer keeps freezing, and I can't get any work done." The technician needs to begin troubleshooting using proper professional communication. Which action should the technician take FIRST to clarify the customer's statement and narrow the scope of the issue?
- A
Ask, "What exactly were you doing when the computer froze, and what messages or symptoms did you notice before it happened?"
- B
Tell the user to reboot the computer and call back if the problem happens again.
- C
Assume the issue is caused by malware and start a full antivirus scan remotely.
- D
Ask, "Isn't this the same problem you had last month with Windows updates?"
Show answer and explanation
Correct answer: A
Explanation
The best first action is to ask an open-ended, neutral question that helps the user describe the symptoms, timing, and context of the issue. In CompTIA A+ methodology, technicians should first identify the problem by questioning the user, establishing what changed, and determining whether anything else could be related. Professional communication best practices also emphasize active listening, avoiding assumptions, and restating the issue to confirm understanding. The correct option supports narrowing the scope before testing fixes or proposing causes, which leads to more accurate and efficient troubleshooting.
- A. Correct.
Correct. This is an open-ended question that encourages the user to describe the situation in detail, including actions being performed, timing, and visible symptoms. In A+ Core 2 troubleshooting and professionalism, the first step is to identify the problem by gathering information and clarifying the user's statement before taking action. This approach narrows scope without making assumptions.
- B. Incorrect.
Incorrect. Rebooting may be part of troubleshooting later, but telling the user to restart immediately skips the important first step of clarifying the problem. It also risks losing useful details about what triggered the freeze, what applications were involved, and whether any error messages appeared.
- C. Incorrect.
Incorrect. Starting with a malware assumption is premature and not supported by the user's statement alone. Freezing can be caused by many issues, including applications, drivers, updates, storage problems, or resource exhaustion. Good troubleshooting practice requires gathering facts first rather than jumping to a likely cause.
- D. Incorrect.
Incorrect. This is a leading question that introduces an assumption and may bias the user's response. It does not effectively clarify the current symptoms and could cause the technician to focus on the wrong cause. Best practice is to ask neutral, open-ended questions and restate the issue for confirmation if needed.