easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A company uses a cloud-based SaaS application for…
A company uses a cloud-based SaaS application for customer relationship management (CRM). Several employees report that they cannot access the CRM this morning, but internet connectivity is working. The IT support team checks the cloud provider's status page and finds no reported outages. What should the technician check next?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Check if the users' accounts have expired or if passwords need to be reset.
When a cloud service is accessible to some but not others, the issue is often local authentication or configuration. Expired credentials or browser cache problems are common causes. The cloud provider's status page shows no outage, so the issue is likely client-side. DNS and firewall settings would affect all users if misconfigured.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Verify that the DNS server is resolving the CRM URL correctly.
Why it's wrong here
DNS resolution is a network-wide service. If the company's DNS server failed to resolve the SaaS application's URL, it would typically impact all users attempting to access it, or at least a significant group, rather than just a few isolated individuals. This suggests the problem lies elsewhere, likely at the user or application layer, not the foundational network naming service.
- ✓
Check if the users' accounts have expired or if passwords need to be reset.
Why this is correct
Individual user access issues to a SaaS application are frequently attributed to account-specific problems. This includes scenarios where a user's password has expired according to organizational policy, the account has been locked due to multiple failed login attempts, or the account itself has been disabled. These are common administrative tasks that directly affect only specific users, aligning with the problem description.
- ✗
Reboot the company's firewall to clear any temporary blocks.
Why it's wrong here
A company firewall manages network traffic for the entire organization or specific subnets. If the firewall were blocking access to the SaaS application, it would generally affect all users attempting to connect from within the protected network, or at least a defined group based on firewall rules. Rebooting it is a drastic measure that would impact all network traffic and is unlikely to resolve an issue affecting only a few individual users.
- ✗
Reinstall the CRM application on the affected workstations.
Why it's wrong here
Software as a Service (SaaS) applications are cloud-based and accessed primarily through a web browser, not installed locally on individual workstations. Therefore, the concept of "reinstalling" the CRM application on a user's computer is fundamentally inapplicable. Any local browser-related issues might warrant clearing cache or trying a different browser, but not a full application reinstallation.
Go deeper
Related to this question
Learn chapter
Virtualization and Client-Side
Key term
DNS
DNS is the system that translates human-friendly domain names like example.com into machine-readable IP addresses so computers can find each other on a network.
Key term
Firewall
A firewall is a network security system that monitors and controls incoming and outgoing traffic based on predetermined security rules to protect trusted internal networks from untrusted external networks.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.