1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   What is the primary purpose of documenting troubleshooting steps in a support ticket?

   • ATo list only the successful steps and omit any failed attempts
   • BTo replace the need for any further testing or verification
   • CTo create a chronological record of actions taken so the process can be reviewed or repeated
   • DTo prove that the technician was busy during the shift
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   You are documenting a support session where you updated a device driver to fix a display issue. After the update, the user reports the display is now working, but you have not yet confirmed it yourself. What is the most accurate way to record the outcome?

   • ADriver updated; user is satisfied.
   • BDriver updated; user reports display working, but no independent verification performed.
   • CDriver updated; no further action needed.
   • DDriver updated; display issue resolved.
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   Which entry best documents the final outcome of a troubleshooting session?

   • AUser will call back if the problem continues.
   • BAttempted to fix the memory issue.
   • CReplaced the faulty RAM module; system booted successfully and passed memory diagnostics.
   • DThe computer is working now.
   Reveal Solution Discussion Select an answer first
5. 19expert · hard

   A user reports that their 'computer is slow' and 'sometimes freezes.' You run diagnostics and find high memory usage and a failing hard drive. You replace the hard drive and the user reports improved performance, but you have not yet confirmed the fix under heavy load. You need to write the ticket. Which problem description is most accurate and useful?

   • AComputer was slow and freezing. Replaced hard drive. Fixed.
   • BUser reported slow performance and intermittent freezes. Diagnostics showed high memory usage and failing hard drive. Replaced hard drive. User reports improved performance; heavy-load verification pending.
   • CUser had performance issues. Hard drive replaced. User is satisfied.
   • DHigh memory usage and failing hard drive caused the issue. Replaced hard drive.
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A support team wants to ensure that any technician can pick up a half-finished troubleshooting session and continue effectively. Which documentation approach best supports this?

   • ARecord only the commands that were run, without the outputs or conclusions.
   • BUse a standard log format that lists each step, the command or action, the observed result, and the current status.
   • CWrite a brief summary of the problem and the suspected cause, but leave out the steps already tried.
   • DKeep notes in a personal notebook and transfer them verbally during shift handover.
   Reveal Solution Discussion Select an answer first