A user reports that their PC does not work. Which of the following would be the BEST question for the technician to ask the user to get further information?
"Can you get to the Internet?"
"Are you able to sign on?"
"What type of computer is it?"
"What exactly does not work?"
Correct Incorrect Unanswered
Answer Description
As a support technician you should always assume that a user has no knowledge of how computers and networks function. With this, it is always best to begin troubleshooting with the most basic questions to determine the issue.
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