Exam 220-1102 topic 1 question 679 discussion

Actual exam question from CompTIA's 220-1102

Question #: 679
Topic #: 1

A technician receives a help desk request from a user who reports a software issue. After following the established troubleshooting steps, the technician determines the issue is related to the user's outdated software version. Which of the following should the technician do next?

A. Escalate the issue to the next level of support.
B. Update the ticket with the actions taken and proposed solutions.
C. Advise the user to purchase the latest software version.
D. Update the knowledge base.

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Suggested Answer: B 🗳️

by Jasmie17 at March 14, 2025, 9:11 p.m.

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Jasmie17

1 month, 3 weeks ago

Selected Answer: B

B. Update the ticket with the actions taken and proposed solutions. Explanation: Once the technician has determined that the issue is caused by an outdated software version, the next step is to document the troubleshooting steps, findings, and proposed solutions in the ticketing system. This ensures proper tracking and allows for follow-up if needed. The documentation also helps other technicians understand the issue if further assistance is required.

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Exam 220-1102 topic 1 question 679 discussion

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