CompTIA A+ Core 2 (220-1202) — Question 21

Technicians are failing to document user contact information, device asset tags, and a clear description of each issue in the ticketing system. Which of the following should a help desk management team implement for technicians to use on every call?

Answer options

• A. Service-level agreements
• B. Call categories
• C. Standard operating procedures
• D. Knowledge base articles

Correct answer: C

Explanation

The correct answer is C, as Standard Operating Procedures provide a structured approach for technicians to document all necessary information consistently. Options A and B do not directly address the documentation process, while D is more focused on providing solutions rather than ensuring proper record-keeping.