220-1102 Question 778
Single answerFollow up with customer/user at a later date to verify satisfactionA help desk technician resolved a user's issue with a laptop that was repeatedly losing its Wi-Fi connection. The technician updated the wireless driver, verified connectivity, documented the fix in the ticket, and closed the incident after the user confirmed it was working. According to professional troubleshooting and customer service best practices, what should the technician do next to properly complete the support process?
- A
Contact the user again after a reasonable period to confirm the issue has not returned and that the user is satisfied with the resolution
- B
Immediately delete the closed ticket to reduce clutter in the service desk system
- C
Wait for the user to reopen the ticket if the problem returns, since the issue was already confirmed as fixed
- D
Escalate the resolved incident to a senior technician so the repair can be independently approved
Show answer and explanation
Correct answer: A
Explanation
This question tests knowledge of the final step in the CompTIA A+ troubleshooting process: documenting findings, actions, and outcomes, and following up with the customer or end user when appropriate. In real support environments, a solution that works during the initial interaction may still fail later under normal usage. A later follow-up helps verify lasting resolution, improves user satisfaction, and reinforces professionalism. It also aligns with common help desk best practices such as maintaining accurate records, confirming service quality, and ensuring the incident was truly resolved rather than only temporarily mitigated.
- A. Correct.
Correct. A+ Core 2 troubleshooting methodology includes following up with the customer or user at a later date to verify full system functionality and confirm satisfaction. This step helps ensure the solution remains effective in real-world use and demonstrates good customer service.
- B. Incorrect.
Incorrect. Closed tickets should be retained according to organizational policy for documentation, trend analysis, compliance, and future troubleshooting. Deleting them would remove useful service history and is not part of proper follow-up.
- C. Incorrect.
Incorrect. Waiting passively for the user to report another problem skips an important final step of the troubleshooting process. Best practice is proactive follow-up to verify that the fix remained successful and that the user is satisfied.
- D. Incorrect.
Incorrect. Escalation is appropriate when an issue cannot be resolved at the current support level or requires additional authority or expertise. In this scenario, the issue was resolved, documented, and confirmed by the user, so escalation is unnecessary.