CompTIA A+ Core 1 (220-1101) — Question 138

An IT manager is evaluating ticket resolution times. While reviewing the data, the manager notices repetitive issues are taking longer than expected to resolve. Which of the following changes should the manager implement to resolve repetitive issues more quickly?

Answer options

• A. Require the technicians to spend more time testing theories to determine the root causes of issues.
• B. Require the technicians to verify full system functionality when resolving issues.
• C. Require the technicians to gather more information when speaking with users about issues.
• D. Require the technicians to document the findings, actions, and outcomes of issues.

Correct answer: D

Explanation

The correct answer is D because documenting findings, actions, and outcomes helps create a knowledge base that can streamline future resolutions of similar issues. Options A, B, and C may improve understanding and testing but do not directly address the need for efficient resolution of repetitive problems.