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Question 537 - N10-008 discussion

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A help desk supervisor reviews the following excerpt of a call transcript:

Which of the following was the agent trying to accomplish with this exchange?

A.
The agent was questioning the obvious.
Answers
A.
The agent was questioning the obvious.
B.
The agent was verifying full system functionality
Answers
B.
The agent was verifying full system functionality
C.
The agent was identifying potential effects.
Answers
C.
The agent was identifying potential effects.
D.
The agent was trying to duplicate the problem.
Answers
D.
The agent was trying to duplicate the problem.
Suggested answer: D

Explanation:

The agent was trying to duplicate the problem by asking the user to perform the same steps that led to the issue. This is a common troubleshooting technique that helps the agent to identify the root cause of the problem and verify if it is reproducible or intermittent. By duplicating the problem, the agent can also gather more information about the symptoms and error messages that the user encountered. Reference: [CompTIA Network+ Certification Exam Objectives], [Troubleshooting Methodology - CompTIA Network+ N10-007 - 1.4 | Professor Messer IT Certification Training Courses]

asked 02/10/2024
Pablo Galilea
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