Escalate to Higher-level Support

Correct Answer: Escalate the ticket to an appropriate support team member

If you lack knowledge or experience in a specific area, it's best to escalate the ticket to an appropriate support team member who can better assist the client.

Correct Answer: Escalate the issue to a higher-level support technician

The best course of action is to escalate the issue to a higher-level support technician. Basic troubleshooting steps have already been attempted, including updating drivers and scanning for malware, but the laptop is still repeatedly freezing. A higher-level technician will have more expertise and resources to diagnose and resolve the underlying issue. Advising the customer to purchase a new laptop or reinstall the operating system should only be considered as a last resort if no other solutions can be found. Simply ignoring the issue and moving on to the next customer is unacceptable, as it fails to address the customer's problem and provides poor customer service.

Correct Answer: Escalate the case to a senior server support specialist

When faced with a critical server crash and data loss situation that is beyond your current troubleshooting abilities, the best course of action is to escalate the case to a more experienced senior server support specialist. They have advanced knowledge and skills to handle complex server issues and can work to recover the critical business data. Asking the client to simply restart the server may not resolve the underlying issue and could potentially lead to further data loss. Offering to recover only non-critical data is not an acceptable solution, as all critical business data should be prioritized. Referring the client to another company would be unprofessional and could result in loss of trust and business. Escalating to a senior specialist ensures the best chance of resolving the issue promptly and minimizing data loss.