Back to Basic Troubleshooting Techniques

Escalation and Seeking Assistance

5 minutes 5 Questions

It is important to recognize when a problem is beyond one's scope of knowledge or abilities and to escalate or seek assistance accordingly. Escalation typically involves forwarding the issue to a higher level of support or expertise within an organization. Seeking assistance can involve consulting …

Test mode:
Start practice test
CompTIA A+ - Escalation and Seeking Assistance Example Questions

Test your knowledge of Escalation and Seeking Assistance

Question 1

A user reports that their computer is no longer booting into the operating system and only displays a flashing cursor. As a technician, what should be your first course of action?

Correct Answer: Perform initial system diagnostics.

The first step when troubleshooting a computer that fails to boot into the operating system should be to perform initial system diagnostics. This involves checking for common issues like loose cables, faulty RAM, or problems with the hard drive. Running diagnostics can help identify the root cause of the boot failure. Replacing the hard drive, escalating to higher-level support, or reinstalling the OS should only be considered after gathering more information through diagnostic tests.

Question 2

A technician received a call from a user who cannot connect to the office's wireless network. The technician believes this issue is related to incorrect network settings. What is their next step?

Correct Answer: Verify the user's network settings and correct any errors.

The best answer is to verify the user's network settings and correct any errors. Since the technician believes the issue is related to incorrect network settings, the most appropriate next step would be to check those settings and make necessary corrections. Replacing the wireless card, asking the user to reset their computer multiple times, or moving the computer closer to the router do not directly address the suspected issue with the network settings.

Question 3

A technician encounters an issue they cannot solve. At what point should they consider escalating the issue?

Correct Answer: When the technician does not have the knowledge, skills, or resources to resolve the problem.

The appropriate time to consider escalating the issue is when the technician lacks the knowledge, skills, or resources to resolve the issue. They should always try to provide assistance, but it is crucial to know when soliciting additional support will be the most efficient and effective approach.

More Escalation and Seeking Assistance questions
12 questions (total)
Start 12 question test