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Escalating and Collaborating

5 minutes 5 Questions

In troubleshooting, escalating and collaborating with others can help address complex issues more effectively. If a problem is outside your scope of expertise or requires additional resources, it is essential to involve colleagues, higher-level teams, or third-party support. Collaboration can bring…

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CompTIA A+ - Escalating and Collaborating Example Questions

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Question 1

A technician is troubleshooting a network printer issue. They've identified that the issue is beyond their expertise. What should the technician do next?

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

The best course of action is to escalate the issue to a higher-level technician or supervisor. When a technician encounters a problem that is beyond their current expertise or knowledge, it is important to recognize this and seek assistance from someone with more experience or specialized skills in that area. Attempting to troubleshoot further could potentially make the problem worse or waste valuable time. Reinstalling printer drivers, replacing the printer, or installing a new network switch may not address the root cause of the issue and could be unnecessary steps. Escalating the issue ensures that it is handled by someone with the appropriate level of knowledge and allows for a more efficient resolution.

Question 2

A support technician has received a call from a user experiencing problems with their email client. The technician tries to help the user, but they become impatient and angry. Which action is best to take?

Correct Answer: Stay calm, reassure the user, and ask for permission to escalate the issue

The correct answer is to stay calm, reassure the user, and ask for permission to escalate the issue. This will keep the situation under control and avoid making the user feel more frustrated. The other options are not appropriate as they could escalate the situation or damage the relationship with the user.

Question 3

A technician is working with a user who is having trouble with their Wi-Fi connection. The technician has exhausted their knowledge on the issue. What is the best course of action?

Correct Answer: Ask colleagues for assistance or escalate the issue to higher support levels

The best course of action when a technician has exhausted their knowledge on an issue is to ask colleagues for assistance or escalate the issue to higher support levels. This allows the technician to draw upon the collective knowledge and experience of their team or more specialized support personnel to find a solution. Telling the user that nothing can be done is not helpful and may damage the relationship with the client. Suggesting a wired connection may be a workaround but does not address the underlying Wi-Fi issue. Repeatedly restarting the device is unlikely to resolve the problem and may frustrate the user. Seeking additional support is the most professional and effective approach.

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