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CompTIA A+ - Troubleshooting - Escalating and Collaborating
Beginner
1/12
A technician receives a call from a user who is experiencing the same computer issue they had resolved earlier. The user is frustrated and hesitant to let the technician troubleshoot again. What should the technician do?
a.
End the call and let another technician handle the matter
b.
Assume that the user is causing the issue and transfer them to another technician
c.
Tell the user they must follow the same steps as before
d.
Acknowledge the user's frustration, restate the problem, and collaborate with a more experienced technician to resolve the issue
Beginner