1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 6)

Questions 26–30

1. 26application · medium

   A technician is documenting a network connectivity issue. The user reports that they cannot access a shared drive. The technician runs `ipconfig`, `ping`, and `net use`, and then maps the drive manually, which works. Which documentation of the troubleshooting steps is most appropriate?

   • AWrite 'Ran some network commands and then fixed the drive mapping.'
   • BOnly document the `net use` command because it is most relevant to the shared drive.
   • CRecord the final outcome only, since the issue is resolved.
   • DList the commands in the order run, note the output of each (e.g., IP address, ping success/failure, net use error), and record that manual mapping resolved the issue.
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2. 27application · medium

   A support team wants to build a knowledge base from resolved tickets. Which practice best supports turning ticket documentation into useful knowledge base articles?

   • AKeep all tickets in a single file without any categorization.
   • BInclude only the final resolution and omit the problem description.
   • CWrite each ticket in a unique style to capture the technician's personal approach.
   • DUse consistent terminology and a standard resolution summary format in every ticket.
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4. 28application · medium

   A support team handles hundreds of tickets per month. They want to make it easier for future technicians to find similar past issues. Which documentation practice best supports this goal?

   • AStore all tickets in a single shared document without any indexing or categorization.
   • BUse a consistent template with standard fields for symptom, steps, and resolution, and tag tickets with predefined categories.
   • CWrite each ticket in a free-form narrative style so technicians can express details naturally.
   • DInclude as much technical detail as possible in every ticket, regardless of relevance.
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5. 29expert · medium

   A support team wants to improve the quality of their ticket documentation. They notice that technicians often use different terms for the same issue (e.g., 'screen freeze', 'laptop hangs', 'system not responding'). Which documentation practice would best address this inconsistency?

   • AAdd a free-text field for symptoms and a separate field for the resolution.
   • BRequire technicians to include screenshots of every issue.
   • CCreate a standard glossary of approved terms and require technicians to use them in all tickets.
   • DEncourage technicians to use their own words to describe issues naturally.
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6. 30expert · hard

   Your team maintains a knowledge base with articles about common issues. You notice that some articles use the term 'freeze' and others use 'hang' for the same symptom. This inconsistency makes searches miss relevant articles. Which action best addresses this problem?

   • AAdd a note to each article explaining that 'freeze' and 'hang' are synonyms.
   • BDelete all articles that use the less common term.
   • CCreate a new article that uses both terms and link it from all other articles.
   • DEstablish a standard terminology list and update existing articles to use the preferred term.
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