A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their
desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:
A. close any items of a personal nature.
C. capture a screen-shot of the error message.
Section: Op Procedure
Explanation
Explanation/Reference:
QUESTION 56
A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the
previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab.
According to the theory of troubleshooting, which of the following is the technician’s NEXT step?
A. Establish a theory of probable cause
B. Establish a plan of action and implement the solution
C. Document findings, actions and outcomes
D. Verify full system functionality and implement preventive measures
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