6.2. Use Appropriate Troubleshooting Tools to Research an Issue and Update Internal Documentation with Findings. 100-140 Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   Your organization wants to automatically categorize incoming support tickets by likely issue type based on historical ticket data. Which AI approach is best suited for this task?

   • APredictive AI that classifies tickets based on patterns learned from historical data.
   • BA search engine that finds similar tickets in the knowledge base.
   • CGenerative AI that writes a summary of each ticket.
   • DA technical forum where you can ask experts to classify tickets.
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A technician uses an AI tool to research a problem and then follows its advice. What ethical practice should the technician follow?

   • ADocument that AI was used and the steps taken.
   • BUse AI only for personal projects, not work.
   • CKeep the AI usage secret to avoid questions.
   • DBlame the AI if the fix fails.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   When using a knowledge base article to resolve an issue, what should a technician do first?

   • ARead the entire article from start to finish before doing anything.
   • BAsk a colleague for the answer instead of searching.
   • CSearch for articles using relevant keywords and error codes.
   • DSkip the knowledge base and call the vendor.
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   You are using a company-approved AI assistant to troubleshoot a login issue. The AI asks you to provide the user's password to 'analyze the authentication flow'. What should you do?

   • AProvide the password because the AI is company-approved and needs it to help.
   • BProvide a fake password to see what the AI does with it.
   • CRefuse to provide the password and instead provide non-sensitive details like error messages and logs.
   • DAsk the user to change their password first, then provide the new one to the AI.
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   You are researching a rare error code that appears when a specific USB device is connected. A search engine returns several results, but the top ones are from personal blogs. What is the best way to evaluate these results?

   • ATrust the first result because search engines rank the most relevant pages first.
   • BUse the first blog's solution because it is the most detailed.
   • CIgnore all blog results and only use official vendor documentation.
   • DCheck the blog's publication date, author credentials, and whether the solution is corroborated by other sources.
   Reveal Solution Discussion Select an answer first