Exam 220-1102 topic 1 question 699 discussion

D. Record the details of the issue in the company's ticketing system. By documenting the issue in the ticketing system, the technician creates a formal record of the problem, which is important for tracking the issue and any troubleshooting steps taken. This also ensures that there is a history if the problem needs to be escalated or reviewed later. After creating the ticket, the technician can proceed with diagnosing the issue by checking for common problems, asking for details, or referring to other resources like the internal knowledge base or escalating to another technician if needed.

Technicians are little bitches that write everything down

B. Check the company’s internal knowledge base for solutions. Before taking any further actions, the technician should consult the company's internal knowledge base to see if there are any known solutions or troubleshooting steps for the issue. This can help to quickly identify and resolve common problems without requiring additional investigation or escalation. If the knowledge base doesn't provide a solution, the technician can then explore other options, such as asking the customer for more details, checking network connectivity, or escalating the issue to a more experienced technician. Google Gemini