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220-1102 Practice Question: A technician is helping a remote user configure a…
A technician is helping a remote user configure a VPN connection. The user is not very technical and is getting frustrated. The technician uses jargon like 'authentication protocol' and 'tunnel endpoint'. Which of the following is the BEST way to improve communication?
⚠ Common exam trap
CompTIA often tests the trap that candidates think educating the user with technical terms (Option A) is helpful, but the correct approach is to simplify language and use analogies to match the user's skill level, as per CompTIA's emphasis on customer service and effective communication.
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
✓
Use simple analogies like 'a secure tunnel for your data' and guide them step by step.
It replaces confusing jargon with a simple analogy ('secure tunnel') and provides step-by-step guidance, which directly addresses the user's frustration and lack of technical knowledge. This approach aligns with the CompTIA A+ objective of adapting communication style to the audience, ensuring the user understands the VPN concept without needing to know terms like 'authentication protocol' or 'tunnel endpoint'.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Continue using technical terms to educate the user.
Why it's wrong here
Continuing to use technical jargon without adapting to the user's comprehension level is counterproductive. While the technician might intend to educate, an overwhelmed user will likely become frustrated, misinterpret instructions, and struggle to follow configuration steps. This communication barrier significantly impedes problem resolution and can lead to a negative customer experience, requiring more time and effort to resolve the issue.
- ✗
Ask the user to share their screen so the technician can do it remotely.
Why it's wrong here
While screen sharing allows for efficient remote configuration, it bypasses the opportunity for the user to learn and understand the process, which can be crucial for future self-sufficiency. Furthermore, many organizations have strict security and privacy policies that prohibit or heavily restrict technicians from directly accessing or controlling a user's machine without explicit, documented consent and specific protocols, making this option potentially non-compliant.
- ✓
Use simple analogies like 'a secure tunnel for your data' and guide them step by step.
Why this is correct
Employing simple analogies, such as describing a VPN as 'a secure tunnel for your data,' effectively demystifies complex technical concepts for non-technical users. This approach, combined with clear, step-by-step instructions, empowers the user to actively participate in the configuration process, reducing anxiety and increasing the likelihood of successful completion. It fosters understanding and builds confidence, aligning with best practices for remote technical support.
- ✗
Send the user a written guide and end the call.
Why it's wrong here
Simply sending a written guide and terminating the call is an abandonment of support that fails to ensure problem resolution. Users may misinterpret instructions, encounter unforeseen issues, or lack the confidence to proceed independently, leading to continued frustration and an unresolved problem. Effective remote support requires real-time interaction, clarification, and verification to confirm the user has successfully completed the task.
Quick reference
VPN Protocol Comparison
| Protocol | Port | Encryption | Authentication | Use Case |
|---|---|---|---|---|
| IKEv2 / IPsec | UDP 500 / 4500 | AES-256 | Certificates / PSK | Site-to-site & remote access |
| SSL / TLS VPN | TCP 443 | TLS 1.3 | Certificates / MFA | Clientless remote access |
| L2TP / IPsec | UDP 1701 | AES (IPsec) | PSK / Certificates | Legacy remote access |
| WireGuard | UDP 51820 | ChaCha20 | Public keys | Modern high-performance VPN |
| PPTP | TCP 1723 | MPPE (weak) | MS-CHAPv2 | Legacy — avoid in production |
PPTP is considered insecure. IKEv2/IPsec and SSL VPN are the current recommended options.
Go deeper
Related to this question
Learn chapter
Professionalism and Communication
Key term
VPN
A VPN (Virtual Private Network) creates a secure, encrypted tunnel between your device and a remote server, protecting your data and hiding your online activity.
Key term
VPN
A VPN creates an encrypted tunnel over a public network to securely connect remote users or sites to a private network.
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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.