CompTIA A+ Core 2 (220-1002) — Question 215

A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution.
Which of the following actions should the technician take NEXT?

Answer options

• A. Review all existing case notes from previous calls and restate the issue.
• B. Apologize for the inconvenience and then escalate the call to a supervisor.
• C. Ask the user to walk through each step taken that created the issue.
• D. Establish a theory of probable cause based on what the user reported.

Correct answer: A

Explanation

The correct answer is A because reviewing existing case notes helps the technician understand the history of the issue and ensures continuity in support. Options B and D may not provide immediate assistance to the user, and option C could prolong the interaction without addressing the root cause effectively.