220-1102 Practice Question: A technician is configuring a new workstation for…

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Perform the command-line fix silently and inform the user later that everything is working.

  Why it's wrong here

  Performing a command-line fix silently, even if technically correct, bypasses the critical step of informed consent and transparency with the user. This approach fails to communicate the nature of the issue or the solution implemented, potentially leaving the user feeling uninformed about changes to their workstation. Professional IT support requires clear communication and user involvement, fostering trust rather than making unilateral decisions about system configurations.

• ✓

  Explain that a command-line step is needed, ask if they are comfortable with that, and offer to complete it while describing the process.

  Why this is correct

  This option demonstrates exemplary professional conduct by prioritizing user communication, consent, and accessibility. Explaining the necessary command-line step and offering to complete it while describing the process ensures the user is fully informed and comfortable with the procedure. This approach respects the user's autonomy and provides transparency, which is crucial for building trust and delivering inclusive technical support, especially when configuring accessibility features.

• ✗

  Ask the user to watch the screen and guide you through the command-line steps.

  Why it's wrong here

  Asking a blind user to "watch the screen" and guide the technician through command-line steps is profoundly inappropriate and demonstrates a severe lack of awareness regarding their disability. This request is impossible for the user to fulfill and highlights a fundamental failure to consider their specific accessibility needs. A competent technician must always be sensitive to user requirements and adapt communication methods accordingly, rather than making insensitive demands.

• ✗

  Skip the accessibility features to avoid the error, since the screen reader works anyway.

  Why it's wrong here

  Skipping requested accessibility features to avoid a configuration error, even if the primary screen reader functionality is operational, is unprofessional and disregards the user's explicit needs. This action denies the user a fully optimized and customized experience, violating the ethical responsibility to provide comprehensive support. A technician's role is to resolve issues and implement all requested features, not to unilaterally decide against them due to minor technical challenges.

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