CompTIA A+ Core 2 (220-1102) — Question 565

A technician is assisting a customer who is having difficulty accessing the company’s website. Which of the following should the technician do first?

Answer options

• A. Ask the customer for their log-in credentials.
• B. Check the company’s internal knowledge base for solutions.
• C. Refer the customer to a more experienced technician.
• D. Record the details of the issue in the company's ticketing system.

Correct answer: D

Explanation

The correct first step is to record the details of the issue in the company's ticketing system, as this ensures that the problem is tracked and can be addressed systematically. Asking for login credentials, checking the knowledge base, or referring to another technician should come after the initial documentation, as they do not help establish a clear record of the customer's issue.