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220-1102 Practice Question: A technician receives a ticket from a user who…
A technician receives a ticket from a user who says their email is not working. The technician remotely connects and sees that the user's Outlook profile is corrupt. The user is in the middle of an important project. What is the best way to communicate the necessary steps?
⚠ Common exam trap
CompTIA often tests the distinction between technical accuracy and professional communication, trapping candidates who think using technical jargon or acting without consent demonstrates expertise, when in fact the exam emphasizes clear, respectful, and transparent user interaction.
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
✓
Explain that the Outlook profile is corrupt and needs to be rebuilt, which may cause a brief interruption.
It balances transparency with professionalism: the technician clearly explains the issue (corrupt Outlook profile) and the necessary action (rebuild), while proactively managing expectations about a brief interruption. This approach respects the user's need to stay informed during an important project, aligning with ITIL best practices for incident management and user communication.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Explain that the Outlook profile is corrupt and needs to be rebuilt, which may cause a brief interruption.
Why this is correct
Explaining that the Outlook profile is corrupt and needs to be rebuilt, along with the potential for a brief interruption, is the most professional and effective communication strategy. This approach fosters trust by being transparent about the issue and its resolution, managing the user's expectations regarding downtime. It allows the user to prepare for the interruption, ensuring their workflow is minimally impacted while demonstrating the technician's competence and respect for their time.
- ✗
Tell the user that you will fix it and they should not worry about the details.
Why it's wrong here
Telling the user not to worry about the details lacks transparency and can lead to significant frustration if their work is unexpectedly interrupted or if the fix takes longer than anticipated. This approach can erode trust, as users prefer to be informed about changes affecting their tools and data, even if they don't need a deep technical explanation. It also prevents the user from planning around potential downtime, which can disrupt critical tasks.
- ✗
Use technical terms like 'PST file corruption' and 'registry repair' to sound knowledgeable.
Why it's wrong here
Using technical terms like 'PST file corruption' and 'registry repair' to sound knowledgeable is counterproductive in user-facing communication. While these terms are technically accurate for the technician, they can confuse, intimidate, or even alienate the user, creating a barrier rather than facilitating understanding. Effective communication requires tailoring the language to the audience, simplifying complex issues without being condescending, to ensure the user comprehends the problem and solution.
- ✗
Rebuild the profile without informing the user to avoid worrying them.
Why it's wrong here
Rebuilding the profile without informing the user violates the principle of informed consent and can severely damage the user-technician relationship. An unannounced intervention, even with good intentions, can lead to unexpected downtime, data re-synchronization processes, or changes in Outlook settings that the user might notice and question. This lack of communication can cause a loss of trust and make the user hesitant to report future issues, fearing unapproved changes to their system.
Go deeper
Related to this question
Learn chapter
Change Management Procedures
Key term
Incident
An incident is a security event that violates an organization's policies or threatens its data, systems, or operations, requiring a structured response.
Key term
Project
A project is a temporary endeavor with a defined beginning and end, undertaken to create a unique product, service, or result, managed through specific processes in IT environments.
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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.