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Q94 Single choice

A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution.

Which of the following actions should the technician take NEXT?

A
Review all existing case notes from previous calls and restate the issue.
B
Apologize for the inconvenience and then escalate the call to a supervisor.
C
Ask the user to walk through each step taken that created the issue.
D
Establish a theory of probable cause based on what the user reported.

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