CompTIA A+ Core 2 (220-1102) — Question 584

A technician receives a help desk request from a user who reports a software issue. After following the established troubleshooting steps, the technician determines the issue is related to the user's outdated software version. Which of the following should the technician do next?

Answer options

• A. Escalate the issue to the next level of support.
• B. Update the ticket with the actions taken and proposed solutions.
• C. Advise the user to purchase the latest software version.
• D. Update the knowledge base.

Correct answer: B

Explanation

The correct answer is B because updating the ticket is essential for documenting the issue and the troubleshooting steps taken, which can assist in future cases. Option A is incorrect as escalation is not necessary when the technician has identified the problem. Option C is not advisable since the technician should focus on resolving the issue rather than advising a purchase. Option D, while useful for knowledge sharing, does not directly address the immediate need of documenting the current case.