Practice Quiz

CompTIA A+ 220-801

Category - 801: Procedures

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An employee is complaining about her computer not working properly. Unfortunately, she is not clear about the issues and how they occur. What can you do to gain a better understanding of the issue? Choose all that apply.
  1. Ask the employee to demonstrate what she does at the computer to generate issues.
  2. Have the employee explain the problem in technical language so it is easier for you to understand.
  3. Once she explains the problem, restate the problem to ensure you understand the it.
  4. Tell her to write all of her actions and results in an email and send it to you for review.
Explanation
Answer: A and C -Demonstrating a problem and restating a problem will usually bring an understanding of the issue.

Key Takeaway: While these options may take a little longer, you are allowing the person to explain and demonstrate the problems. A person’s perspective (including your own) needs to be addressed before assumptions are made, as asking questions based on your assumptions may not lead to the real issues.
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