A user has called the IT Department and states that their computer does not work. Which of the following would be the BEST question to obtain further information?
Can you get to the Internet?
What exactly does not work?
Correct Incorrect Unanswered
Answer Description
You should always try to get as much relevant information as possible before beginning to troubleshoot. But remember to start with basic information first, most users are not IT's or tech savvy.
Wikipedia
Troubleshooting is a form of problem solving, often applied to repair failed products or processes on a machine or a system. It is a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again. Troubleshooting is needed to identify the symptoms. Determining the most likely cause is a process of elimination—eliminating potential causes of a problem. Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state.
Troubleshooting - Wikipedia, the free encyclopedia