1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 8)

Questions 36–40

1. 36expert · hard

   A user reports intermittent 'blue screen' errors. You suspect overheating but have not confirmed it. You run a diagnostic that shows high CPU temperature, then clean the vents, and the user reports no further crashes for a day. However, you have not yet verified the system is stable over a longer period. You need to document the ticket. Which documentation entry is most accurate and useful?

   • AUser reported intermittent blue screens. Diagnostic showed high CPU temp. Cleaned vents. User reports no crashes for 24 hours; long-term stability not yet verified.
   • BUser had blue screens. Cleaned vents. User seems fine.
   • CBlue screens resolved by cleaning vents.
   • DHigh CPU temperature caused blue screens; cleaning vents fixed it permanently.
   Reveal Solution Discussion Select an answer first
2. 37application · medium

   A user reports that their monitor 'flickers sometimes.' The technician wants to write a clear problem description before starting troubleshooting. Which description is the most appropriate?

   • A'Monitor is broken.'
   • B'Monitor flickers intermittently, approximately every few minutes, when the screen is showing static content; no flicker during video playback.'
   • C'Flickering happens all the time.'
   • D'User sees weird lines on the screen.'
   Reveal Solution Discussion Select an answer first
4. 38application · medium

   A user reports that their laptop 'won't connect to the internet' after returning from a business trip. While troubleshooting, you discover the Wi-Fi adapter is disabled in Device Manager, you enable it, and the connection succeeds. You are writing the ticket documentation. Which problem description best meets the documentation standard?

   • AWi-Fi adapter was disabled, so I enabled it. User is happy now.
   • BLaptop is broken and needs replacement because it cannot connect to the internet.
   • CUser said internet is down. I fixed it.
   • DUser reported no internet after travel. Wi-Fi adapter was disabled; enabled it and connection restored.
   Reveal Solution Discussion Select an answer first
5. 39application · medium

   Your IT department is reviewing past tickets to identify recurring issues. The tickets are stored in a ticketing system with a search function. Which documentation practice would most improve the ability to find all tickets related to 'VPN connection drops'?

   • AWrite each ticket with a unique title that describes the issue in different words.
   • BStore tickets in separate folders by user department.
   • CUse a standard tag or keyword, such as 'VPN', in every ticket about VPN issues.
   • DInclude the user's name in the ticket title for every VPN issue.
   Reveal Solution Discussion Select an answer first
6. 40application · medium

   A user reports that their laptop will not connect to the office Wi-Fi. The technician pings the default gateway, checks the IP configuration, and then restarts the wireless adapter, which resolves the issue. When writing the ticket documentation, which approach best captures the problem description and troubleshooting steps?

   • AOnly record the final fix (adapter restart) because the user only cares that it works.
   • BWrite 'Wi-Fi broken, fixed it' and include the restart command in the notes.
   • CCopy the exact error message from the Wi-Fi status and nothing else.
   • DDescribe the symptom, list the ping and IP config commands with their outputs, note the adapter restart, and record that connectivity was restored.
   Reveal Solution Discussion Select an answer first