220-1102 Question 774
Single answerUse discretion and professionalism when discussing experiences/encountersA technician resolves a malware incident on the CEO's laptop after the device was used on a public Wi-Fi network during travel. Later that day, several coworkers in the break room ask the technician what happened because they noticed the CEO working from a loaner laptop. Which of the following is the MOST professional response?
- A
Explain that the CEO likely caused the infection by using unsecured public Wi-Fi and share the details as a lesson for everyone
- B
State that the issue has been handled, avoid discussing the user's incident details, and direct any business-related questions to management or the approved communication channel
- C
Describe the malware symptoms but leave out the CEO's name so coworkers can still learn from the event
- D
Refuse to answer and tell the coworkers it is not their concern because users are usually the cause of these problems
Show answer and explanation
Correct answer: B
Explanation
For A+ Core 2 professionalism objectives, technicians are expected to use discretion and maintain confidentiality when discussing user issues, especially incidents involving security, malware, or executive staff. In real support environments, incident details should be shared only with authorized personnel and through approved channels, such as management, HR, security, or formal awareness training. Casual conversations in public or semi-public spaces like break rooms are not appropriate places to discuss another user's problems. Best practices include protecting sensitive information, avoiding blame, communicating respectfully, and following organizational policies for incident communication and privacy.
- A. Incorrect.
Incorrect. Although security awareness is important, discussing a specific user's incident in an informal setting is unprofessional and may expose sensitive information. Blaming the CEO is also inappropriate and violates expectations for discretion, confidentiality, and respectful communication.
- B. Correct.
Correct. This response maintains confidentiality, uses professional communication, and follows the principle of least disclosure. It acknowledges that the issue was addressed without sharing sensitive details about the user, device, or incident. Redirecting questions to management or an approved communication path is appropriate when others are not authorized to know more.
- C. Incorrect.
Incorrect. Removing the CEO's name does not necessarily protect confidentiality because coworkers may still infer whose system was involved. Sharing incident specifics casually is not appropriate unless done through an authorized training or security awareness process that has been approved and sanitized.
- D. Incorrect.
Incorrect. While the technician should avoid sharing details, the wording is unprofessional and dismissive. Good customer service and professional conduct require respectful communication. The comment about users usually being the cause introduces unnecessary blame and does not reflect appropriate workplace professionalism.