easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A user calls the help desk, frustrated that their…
A user calls the help desk, frustrated that their laptop 'keeps freezing' during video conferences. They admit they have 15 browser tabs open, are running a resource-heavy design app, and have not restarted the laptop in three weeks. The technician needs to recommend a solution while maintaining professionalism. What should the technician say first?
⚠ Common exam trap
CompTIA often tests the candidate's ability to prioritize professional communication over technical action; the trap here is that many candidates jump to a technical fix (Option A or C) instead of first acknowledging the user's issue and gathering information, which is the correct first step in the troubleshooting process.
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
✓
"I understand that's frustrating. Let's look at what might be causing this. Have you noticed it happens when certain programs are open?"
It first validates the user's frustration (professionalism) and then uses a probing question to gather diagnostic data about the specific conditions causing the freezing. This aligns with the CompTIA A+ troubleshooting methodology (identify the problem) and maintains rapport, which is critical for customer satisfaction. The technician avoids premature blame or dismissal, instead focusing on correlating the symptom (freezing) with resource contention from the browser tabs and design app.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
"You need to close some tabs and restart your laptop immediately."
Why it's wrong here
This response is premature and prescriptive without gathering sufficient information about the user's specific issue. While closing tabs and restarting can resolve some performance problems by freeing up RAM or clearing temporary processes, immediately dictating these actions without inquiry can alienate the user and may not address the root cause, such as a misconfigured application or driver issue. It lacks diagnostic steps and empathy, which are crucial for effective technical support.
- ✓
"I understand that's frustrating. Let's look at what might be causing this. Have you noticed it happens when certain programs are open?"
Why this is correct
This response effectively combines empathy with a structured diagnostic approach, which is crucial for effective technical support. Acknowledging the user's frustration builds rapport, while immediately asking about specific program usage helps narrow down potential causes, such as resource-intensive applications, memory leaks, or software conflicts. This collaborative inquiry is a foundational step in troubleshooting, guiding the technician toward a more precise solution rather than guessing or making assumptions.
- ✗
"That's because you never restart your computer. You should do that weekly."
Why it's wrong here
This statement is unprofessional and counterproductive because it assigns blame to the user without any diagnostic evidence. While regular restarts are beneficial for system health by clearing temporary files and refreshing memory, delivering this advice in a condescending tone can escalate the user's frustration and erode trust in the support technician. Effective troubleshooting requires a neutral, investigative approach, not an accusatory one, to maintain a positive and productive support interaction.
- ✗
"Let me transfer you to our advanced support team for this issue."
Why it's wrong here
Immediately escalating to an advanced support team without attempting any initial troubleshooting is an inefficient and potentially costly practice. Many common user frustrations, such as slow performance or application crashes, can often be resolved by Tier 1 technicians through basic diagnostic questions or common fixes. Unnecessary escalation wastes resources, increases resolution time, and can frustrate the user further by delaying a potential quick fix, bypassing the fundamental role of initial support.
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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.