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I think B is correct. He has established a theory "technician thinks a desktop PC has failed due to a defective power supply." I think the question wants us to assume he has already completed step 1.
The technician has already identified a problem (step 1) and established a theory - power supply (step 2). Next, step 3 would be to test the theory, which may involve conducting external or internal research based on symptoms.
The answer is B because he did step 2, which is establish a theory. The next step is test the theory, which also includes conducting research based on symptoms.
B. Conduct external or internal research based on symptoms:
Investigate the symptoms related to the power supply failure.
Check for common signs such as no power, flickering LEDs, or abnormal noises.
Research possible causes and solutions related to power supply issues.
After trying to plug it into another wall socket, if the PC doesn't turn on, I'd think the PSU is dead. Can't imagine what environmental or infrastructure changes could lead to a dead PSU (NOT A) & I can't think of what there could be on the internet to research about a dead PSU (NOT B). It's kinda like a burned out light bulb. Somethings you fix; somethings you just replace.
When the remote control fails, do ask Siri questions?
• Step 1: Identify the problem
• Step 2: Establish a theory of probable cause
• Step 3: Test the theory to determine the cause
• Step 4: Establish a plan of action to resolve the problem and implement the solution
So:
C&D are not correct since he did not do step 3 which is test the theory.
A is more likely the answer since Inquire about environmental or infrastructure changes is part of testing the theory which is defective power supply. For example, the devise might moved to another room with different voltage which cause a power supply.
Following the troubleshooting workflow, the technician has already 1. Identified a problem and 2. Established a theory (power supply) which leads us to step 3. testing the theory - by conducting internal and external research. Next, would be step 4. create a plan of action
Answer is B (step 3).
Answer A. Inquire about environmental or infrastructure changes. (Step 1)
B. Conduct external or internal research based on symptoms. (Step 3)
C. Establish a plan of action to resolve the problem and implement the solution. (Step 4)
D. Document the findings, actions, and outcomes. (Step 6)
The problem states that the technician has just completed Step 2 by Establishing a Theory of probable cause "thinking a desktop PC has failed due to a defective power supply."
So the technician will then go to the next step (3).
• Alwavs consider corporate
pOlICIes. procedures. and impacts
before imblementina changes
1dentifv the broblem
Gather information from the
user, laentry user changes, ana, if applicable, perform backups
before making changes
- Inquire regarding
environmental or intrastructure changes
Z.Establish a theorv or probable
cause question the obvious)
- f necessarv. conduct external
orirrerne resecrenoasecon
sVmoTOns
3. Test the theory to determine the
Cause
- Once the theory is confirmed,
determine the next steps to
resolve the problem
- t the theorv is not contirmed.
re-establish a new theorv or
escalate
4Establish a plan of action
to resolve the problem and
implement the solution
- Refer to the vendor's
instructions for guidance
5. Verify full system functionality and, if applicable, implement
preventive mesures
6. Document the findings, actions,
and outcomes
I think you're still on step 1 of the troubleshooting process. He thinks it's the power supply. and part of step 1 is finding out if someone changed something recently. So I think it's A.
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