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Question 104 - 220-1101 discussion

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A technician recently discovered me root cause of an application error that several users have been experiencing. The technician updated the configurations on the affected machines and verified full functionality was restored for all users, which of the following actions should the technician perform NEXT?

A.
Write a knowledge base article in the ticketing software to expedite future Incidents.
Answers
A.
Write a knowledge base article in the ticketing software to expedite future Incidents.
B.
Submit a bug report to the developer of the application, along with the steps taken to resolve the Issue.
Answers
B.
Submit a bug report to the developer of the application, along with the steps taken to resolve the Issue.
C.
Work with the developer to proactively collect the application logs to identify future errors of this type.
Answers
C.
Work with the developer to proactively collect the application logs to identify future errors of this type.
D.
Send an email communication to the company about the issue and the steps taken to resolve it.
Answers
D.
Send an email communication to the company about the issue and the steps taken to resolve it.
Suggested answer: A

Explanation:

CompTIA 6-Step Troubleshooting Process:

1. Identify the problem.

2. Establish a theory of probably cause. (Qthe obvious)

3. Test the theory to determine cause.

4. Establish a plan of action to resolve the problem and implement the solution.

5. Verify full system functionality and if applicable implement preventative measures.

6. Document findings, actions, and outcomes.

Writing a knowledge base article in the ticketing software would help document the root cause of the application error and the steps taken to resolve it, which can help other technicians resolve similar issues in the future. This is an example of knowledge management best practices. Reference: CompTIA A+ Certification All-in-One Exam Guide, Tenth Edition, Chapter 6

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asked 02/10/2024
Godavari, Rakesh
43 questions
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