CompTIA Exam 220-1202 Topic 1 Question 4 Discussion

Actual exam question for CompTIA's 220-1202 exam

Question #: 4
Topic #: 1

Technicians are failing to document user contact information, device asset tags, and a clear description of each issue in the ticketing system. Which of the following should a help desk management team implement for technicians to use on every call?

AService-level agreements

BCall categories

CStandard operating procedures

DKnowledge base articles

Show Suggested Answer

Suggested Answer: C

Standard operating procedures (SOPs) define consistent, step-by-step guidelines that technicians must follow - such as capturing user contact details, asset tags, and detailed issue descriptions on every ticket. Implementing SOPs ensures thorough and uniform documentation across all calls.

by Felicitas at May 02, 2025, 12:05 AM

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Catherin

17 days ago

Service-level agreements could also be useful to set clear expectations for response times and resolution of issues.

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Domitila

24 days ago

I believe call categories would also be helpful for technicians to categorize and prioritize the issues they are handling.

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Freeman

25 days ago

I agree with Launa, having standard operating procedures will ensure consistency in documenting user contact information and issue descriptions.

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1 months ago

B) Call categories - Hmm, I don't know, sorting calls into categories sounds like a lot of work. Can't we just have a 'catch-all' option?

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Alisha

11 days ago

B) Call categories - Call categories can actually make it easier for technicians to quickly categorize and document information for each call, improving efficiency in the long run.

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Leah

22 days ago

C) Standard operating procedures - Standard operating procedures would provide a step-by-step guide for technicians to follow when documenting user contact information and issue descriptions.

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Nickolas

28 days ago

A) Service-level agreements - Service-level agreements would ensure that technicians have clear guidelines on what information to document for each call.

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1 months ago

C) Standard operating procedures - Gotta love some good ol' SOPs to keep us on track! No more guessing what to document - just follow the steps.

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