220-1102 Question 777
Single answerProvide proper documentation on the services providedA technician resolves a user's issue by removing adware, updating the browser, and installing approved endpoint protection software. The user asks what was done because the same problem happened last month. The company requires that all service work be traceable for future support and auditing. Which action should the technician take NEXT to provide proper documentation on the services provided?
- A
Update the service ticket with the symptoms reported, actions performed, software installed or removed, test results, and final resolution
- B
Send the user a quick chat message summarizing the repair and close the ticket without adding more details
- C
Record only the time spent on the repair so billing is accurate, since technical details can be recreated later if needed
- D
Document the issue only if the malware infection returns, to avoid adding unnecessary information to the system
Show answer and explanation
Correct answer: A
Explanation
For A+ Core 2, proper documentation is a key part of professionalism and operational support. After completing work, a technician should document the problem, the services performed, any configuration or software changes, and the final status in the official ticketing or service management system. This aligns with common help desk and IT service best practices, where accurate records support continuity, incident tracking, change awareness, auditing, and trend analysis. Informal communication to the user can be helpful, but it does not replace the need for complete and timely documentation in the organization's approved system.
- A. Correct.
Correct. Proper documentation in an IT support environment means updating the official ticket or work log with relevant details: the original problem, troubleshooting steps, changes made, software added or removed, validation/testing, and the outcome. This creates a reliable record for future technicians, supports auditing, and helps identify recurring issues.
- B. Incorrect.
Incorrect. A chat message may help the user understand what happened, but it is not a substitute for formal service documentation. Chats are often not retained in the same structured way as ticketing records and may not satisfy organizational tracking or audit requirements.
- C. Incorrect.
Incorrect. Time tracking may be part of the record, but documenting only labor time is incomplete. Proper service documentation must include what was done technically so future staff can support the user, verify authorized changes, and avoid repeating work unnecessarily.
- D. Incorrect.
Incorrect. Documentation should be completed at the time service is provided, not only when the issue reoccurs. Delaying documentation increases the chance of missing details and defeats the purpose of maintaining accurate service history.