CompTIA A+ Core 2 (220-1202) — Question 56

A customer’s computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their knowledge. The customer expresses frustration at the time taken to resolve this issue. Which of the following should the technician do?

Answer options

• A. Escalate the issue to a senior team member and provide next steps to the customer.
• B. Dismiss the customer and reschedule another troubleshooting session at a later date.
• C. Interrupt the customer and express that troubleshooting support tickets can take time.
• D. Maintain a positive attitude and continue to ask questions regarding the scope of the issue.

Correct answer: A

Explanation

The correct course of action is to escalate the issue to a senior team member, as they may possess more expertise to resolve the problem effectively. Dismissing the customer or postponing the session does not address their frustration and would likely lead to further dissatisfaction. Interrupting the customer is unprofessional and does not help in resolving the issue at hand.