The last step in resolving an end user ticket should be which of the following?（）A、Create an incident recordB、Verify the problem is resolvedC、Document the solutionD、Notify the user the problem is resolved
The last step in resolving an end user ticket should be which of the following?（）
- A、Create an incident record
- B、Verify the problem is resolved
- C、Document the solution
- D、Notify the user the problem is resolved
相关考题：
A user is present when a technician is troubleshooting their workstation. They insist on showing the technician, step by step, what occurred. How should the technician deal with this situation? () A. Allow the user to demonstrate expertise.B. Do not argue; empathize with the user, and offer to help.C. Ask the user to watch as the technician diagnoses and corrects the problem.D. Document each of the steps to replicate at a later time.
Two users share the same Windows 7 computer. The first user creates a document intended to be used by both users, and then logs off. The second user logs on and types the name of the document in the Start menu, but the document is not found. Which of the following is the problem?（）A. The document is set to hidden.B. The document is locked.C. The document was saved as a system document.D. The document is owned by the first user.
When making changes to a server, which of the following is the BEST way to troubleshoot a problem?() A. Perform root cause analysis and then test the theory to determine the cause.B. Make changes to the system and document everything once the problem is resolved.C. Make multiple changes to all affected areas to resolve all potential issues.D. Make a change and if the problem is not resolved, reverse the change.
The last step in resolving an end user ticket should be which of the following?() A. Create an incident recordB. Verify the problem is resolvedC. Document the solutionD. Notify the user the problem is resolved
Which of the following steps in the troubleshooting and repair process is MOST effectivereduce redundant effort？ （）A、Discuss the problem with the user and identify any recent changes.B、Identify the root cause of the failure.C、Verify the problem resolution.D、Document activities and outcomes of repair steps.
Which of the following should be the FINAL step according to the troubleshooting theory?（）A、Verify full system functionalityB、Implement preventative measuresC、Implement the solutionD、Document findings and outcomes
Which of the following is the FIRST step when troubleshooting an issue？（）A、Identify the problem.B、Verify full system functionality.C、Document all findings.D、Establish a theory of probable cause.
An administrator receives a call from a user who is unable to receive email. After troubleshooting the administrator is able to resolve the issue and verify that user is able to access email again. Which of the following is the NEXT step that the administrator should take？（）A、 Implement preventative measures.B、 Close the issue.C、 Document the outcome.D、 Question other users to make sure they are not having the same issue.
Two users share the same Windows 7 computer. The first user creates a document intended to be used by both users, and then logs off. The second user logs on and types the name of the document in the Start menu, but the document is not found. Which of the following is the problem?（）A、The document is set to hidden.B、The document is locked.C、The document was saved as a system document.D、The document is owned by the first user.
An administrator receives a call from a user who is unable to receive email. After troubleshooting the administrator is able to resolve the issue and verify that user is able to access email again. Which of the following is the NEXT step that the administrator should take?（）A、Implement preventative measures.B、Close the issue.C、Document the outcome.D、Question other users to make sure they are not having the same issue
Which of the following is the LAST step an administrator should take when troubleshooting an issue？（）A、 Identify changes to the system.B、 Replicate the problem in the system.C、 Verify full system functionality. D、 Implement the solution.
An administrator receives a call from a user who is unable to receive email. After checking the workstation and email settings the administrator is still not able to determine the problem. Which of thefollowing is the NEXT step that the administrator should take？ （）A、 Create an action plan.B、 Escalate the issue.C、 Reboot the mail server.D、 Document the solution.
A user calls about a problem with receiving email. After troubleshooting the user’s computer and finding nothing wrong, the technician contacts the email sender and finds out the user gave out their email address incorrectly. Which of the following is the BEST approach in explaining the issue to the user?（）A、“Sometimes computers are just strange, but it seems to be working now.”B、“You gave them the wrong address and caused this problem.”C、“The sender had the e-mail address wrong, but they have it correct now and the problem has been resolved.”D、“The SMTP server was not getting a proper resolution of the recipient name field when it was parsing the header.”
A user calls the system administrator and states that they can no longer access the file server they had been working on all morning. To trouble shoot this problem， which step should the administrator take FIRST？（）A、 Reboot the file server.B、 Ask the user what they were doing when they noticed the problem.C、 Ask the user to reboot their PC.D、 Ask the user to ping the default gateway and report the response times back to the administrator.
A customer’s computer crashes consistently when a specific application is launched. Thetechnician has looked at the computer and confirmed the cause of the crash. Which of thefollowing is the NEXT troubleshooting step the technician should take?（）A、Verify full system functionality.B、Document the findings, actions, and outcomes.C、Establish a plan of action to resolve the problem.D、Question the user and identify changes the user has made to the system.
A server administrator implements a solution that should fix an issue. Which of the following should the administrator do NEXT in the troubleshooting process？（）A、Notify users impacted by the problemB、Verify full system functionalityC、Document the actions and outcomesD、Identify the scope of the problem
When making changes to a server， which of the following is the BEST way to troubleshoot a problem？（）A、 Perform root cause analysis and then test the theory to determine the cause.B、 Make changes to the system and document everything once the problem is resolved.C、 Make multiple changes to all affected areas to resolve all potential issues.D、 Make a change and if the problem is not resolved， reverse the change.
A user calls to report they are getting I/O errors on a file system. Which of the following tools should be used to isolate this problem？（）A、dfB、diagrptC、errmsgD、errpt
Which statement is true regarding the retention policy for the incidents accumulated in the Automatic Diagnostic Repository （ADR）？（） A、 The incident metadata is purged when the problem is resolved and the DBA closes the SRB、 The incident files and dumps are not retained in the ADR for the manually created incidents C、 The incident files are retained but the incident metadata is purged when the problem is resolved and the DBA closes the SRD、 The default setting is for one year after which the incident metadata is purged from the ADR and the files are retained for one month
Which statement is true regarding the retention policy for the incidents accumulated in the AutomaticDiagnostic Repository (ADR)?（）A、The incident metadata is purged when the problem is resolved and the DBA closes the SRB、The incident files and dumps are not retained in the ADR for the manually created incidentsC、The incident files are retained but the incident metadata is purged when the problem is resolved and the DBA closes the SRD、The default setting is for one year after which the incident metadata is purged from the ADR and the files are retained for one month
单选题Which of the following is the LAST step an administrator should take when troubleshooting an issue？（）A Identify changes to the system.B Replicate the problem in the system.C Verify full system functionality. D Implement the solution.
单选题An administrator receives a call from a user who is unable to receive email. After troubleshooting the administrator is able to resolve the issue and verify that user is able to access email again. Which of the following is the NEXT step that the administrator should take？（）A Implement preventative measures.B Close the issue.C Document the outcome.D Question other users to make sure they are not having the same issue.
单选题A user calls about a problem with receiving email. After troubleshooting the user’s computer and finding nothing wrong, the technician contacts the email sender and finds out the user gave out their email address incorrectly. Which of the following is the BEST approach in explaining the issue to the user?（）A“Sometimes computers are just strange, but it seems to be working now.”B“You gave them the wrong address and caused this problem.”C“The sender had the e-mail address wrong, but they have it correct now and the problem has been resolved.”D“The SMTP server was not getting a proper resolution of the recipient name field when it was parsing the header.”
单选题The last step in resolving an end user ticket should be which of the following?（）ACreate an incident recordBVerify the problem is resolvedCDocument the solutionDNotify the user the problem is resolved
单选题An administrator receives a call from a user who is unable to receive email. After checking the workstation and email settings the administrator is still not able to determine the problem. Which of thefollowing is the NEXT step that the administrator should take？ （）A Create an action plan.B Escalate the issue.C Reboot the mail server.D Document the solution.
单选题A user calls the system administrator and states that they can no longer access the file server they had been working on all morning. To trouble shoot this problem， which step should the administrator take FIRST？（）A Reboot the file server.B Ask the user what they were doing when they noticed the problem.C Ask the user to reboot their PC.D Ask the user to ping the default gateway and report the response times back to the administrator.
单选题Two users share the same Windows 7 computer. The first user creates a document intended to be used by both users, and then logs off. The second user logs on and types the name of the document in the Start menu, but the document is not found. Which of the following is the problem?（）AThe document is set to hidden.BThe document is locked.CThe document was saved as a system document.DThe document is owned by the first user.