Exam 220-1002 topic 1 question 13 discussion

This question is just dumb

F, ignore the call and go straight to break

I've seen this dumb question... its C

The best choice for the technician to make is C. Troubleshoot the issue for the user. This choice demonstrates professionalism, customer service, and problem-solving skills, which are essential for a help desk technician.

If you are a helpdesk geek who just answers calls, you probably want to escalate that to tier 2. CompTIA doesn't mention anything about managing your brakes, but it puts a very high focus on getting that ticket registered into your system. - It mentions escalating issues as well.

If this is a real exam question then I hope CompTIA does give some kind of points for C, because it feels like in some situations this may be the most professional thing to do. Answer and get it logged into the system so the issue gets looked at quicker, rather than B, because what if another technician is on a call? Saying that the reason why I do agree B is the most correct answer because the question does not state that any other additional information. Plus the key word is Tier 2, so maybe the expectation is it gets looked at before being escalated. In a normal situation, you just communicate to your colleague to take the customer.

If he wants to keep his job the "BEST choice for the technician to make?" C. To take the call Let me find someone else, I'm on break... doesn't sound right

What if the other technician is busy

I feel as if the corporate answer would be C: Troubleshoot the issue for the user, but what should be the correct issue for all involved is B: Ask another tech to take take over the call. That said, it depends on the situation in which you are working. If you're in a call center, typically when you're about to go on break, the system is setup for you to deactivate/disengage, preventing you from entering into another call. If you're working in a store/repair environment, one where you're typically walking around, working directly with customers hands on, answering calls as they come in, you'd either not answer the call since you're going on break, or if you're currently the only one who can answer the call (which is unlikely) you'd take the call, and then say, "Let me pass you to an available technician who can assist you." or something more professionally polite along those lines.

To me the answer should be "C," but if you really need the break at that time then "B." I would fix they're problem then take my break after that call.

the technician as a scheduled break before the call, he as the right to that, however the user who had a repeated issue would need more attention, so its best the technician hands the call to another who isnt due for a break.

B is actually correct. I work in a data center and we are suppose to be available to assist customers 24/7 so when I am working with other techs, we have to have set lunches and breaks that way someone is always available up front to take calls or solve tickets. C would be an acceptable answer if you were scheduled alone during a shift.

What a confusing, non-tech related question.

In my opinion, doing what option A suggests would likely lead to a bad situation. If a technician is working alone, I think option C is the next best option.

can A be an answer? in case you working alone on that particular day?