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Question 613 - 220-1102 discussion

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A technician is following the ticketing system's best practices when handling user support requests. Which of the following should the technician do first when responding to a user support request that contains insufficient information?

A.
Ask the user for clarification.
Answers
A.
Ask the user for clarification.
B.
Keep the user updated on the progress.
Answers
B.
Keep the user updated on the progress.
C.
Document the root cause.
Answers
C.
Document the root cause.
D.
Follow the system's escalation process.
Answers
D.
Follow the system's escalation process.
Suggested answer: A

Explanation:

When handling a user support request that contains insufficient information, the first step a technician should take is to Ask the user for clarification (A). This involves gathering more details about the issue to understand the problem better and provide an accurate resolution. Effective communication and asking the right questions are essential for diagnosing and resolving IT issues efficiently.

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asked 02/10/2024
Sandor Alayon
27 questions
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