220-1102 Operational Procedures Practice Question
A help desk technician resolves a user's printer connectivity issue by following a procedure found in the company's internal knowledge base. After completing the resolution, what should the technician do to support the continuous improvement of the knowledge base?
⚠ Common exam trap
Many candidates think thanking the user (Option D) is the most 'customer service' oriented action, but the question specifically asks about supporting continuous improvement of the knowledge base, not customer relations.
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
✓
Update the article with any additional notes or confirm its accuracy.
Updating or confirming the accuracy of a knowledge base article after using it ensures the information remains current and reliable for future technicians. This supports continuous improvement by capturing any nuances or additional steps discovered during the resolution, which is a core operational procedure in IT service management (ITSM) frameworks like ITIL.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the ticket and move on to the next issue.
Why it's wrong here
Closing the ticket without updating the knowledge base loses the opportunity to capture lessons learned. Even if the article was useful, the resolution may have included workarounds or new error messages not yet documented. Skipping the update also prevents flagging the article for review if its steps were unclear or incomplete.
- ✗
Submit a suggestion to delete the article because it was used.
Why it's wrong here
Deleting the article simply because it was used is illogical; usage indicates relevance and value to other technicians. The article might be the only documented solution for certain printer models. Instead, the technician should evaluate whether the article's content remains accurate and add any context from the resolution, not remove it from circulation.
- ✓
Update the article with any additional notes or confirm its accuracy.
Why this is correct
Updating the article with additional notes or confirming its accuracy is the correct knowledge management practice. This includes adding details like firmware versions, exact error codes, or steps that were necessary to resolve the issue not in the original article. Confirming accuracy also helps future technicians trust the documentation and reduces resolution time.
- ✗
Send an email to the user thanking them for reporting the issue.
Why it's wrong here
While a thank-you email is courteous, it does nothing to improve diagnostic procedures or the knowledge base. The technician's priority should be documenting the solution for future reference. Sending a generic email without addressing the underlying documentation gap is a customer-relations step, not a technical maintenance step.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.