A user reports intermittent performance issues on a segment of the network. According to the troubleshooting methodology, which of the following steps should the technician do NEXT after collecting initial information from the customer?
A.
Document findings, actions, and outcomes.
B.
Establish a theory of probable cause.
C.
Establish a plan of action to resolve the problem.
The answer should be B.
The six steps are:
Identify the problem.
Establish a theory of probable cause.
Test the theory to determine cause.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality and if applicable implement preventative measures.
Document findings, actions, and outcomes.
https://www.dummies.com/programming/certification/comptia-troubleshooting-process-certification-exams/
You would think so, but let's look at the question: "According to the troubleshooting methodology..." Duplicate the issue isn't in there, and they want you to refer to it. Gathering info is first, which they said you did.
I totally agree. In addition, the question asks, "which of the following steps should the technician do NEXT"...NEXT would mean to move on to the NEXT step in the troubleshooting methodology. I feel that the answer should have been B and I really hope CompTIA acknowledges the controversy to this question.
D is a part of first step with gather information. B is the second steps, C is the fourth steps, and A is the last, seventh steps of comptia guide to network troubleshooting.
The customer and the tech are two different people. All because the customer diagnosed what they believe the problem is DOES NOT negate the responsibility of the Tech to Identify what the problem is for themselves.
CompTia does not employ trick Q's on their exams... to my understanding anyway from everything I've seen and heard. However dumps often contain incorrect Q's and A's. Keep in mind, exam dumps are mostly created by test takers' "memory". So the questions are most likely not exact, nor are the answers always correct. Always stick to the basics when answering Q's, don't read more into them than that. The 6 steps are very clear, and every study guide is the same. When given Step 1, the next step is 2. The answer should be B. Use these for what they are, do not memorize answers, verify and research what you don't know and you'll do great on the exam.
The gold standard for troubleshooting is duplication of the problem. Simply put, duplication is the ability to reliably recreate a particular failure condition. The word “reliable” is key: it should be something you can summon forth on demand every time.
thinking through this, the reason why D is the answer is because the technician is trying to ensure that what he was told is actually true. as in, doing it yourself not depending alone on the information that was provided to you. another tricky thing is that I would categorize this as "questioning the obvious" which falls under Establishing a theory of probable cause.
Why is this not Establish a Theory of Probably Cause?
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