220-1102 Operational Procedures Practice Question
After successfully resolving a common printer issue that multiple users had experienced, a technician creates a step-by-step document explaining the solution. Which type of documentation does this represent?
⚠ Common exam trap
It's easy for candidates to confuse a knowledge base article with an incident report, because both involve documenting a problem and its solution, but the key distinction is that an incident report is a record of a single event while a knowledge base article is a reusable reference for future occurrences.
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
✓
Knowledge base article
A knowledge base article (B) is a repository of documented solutions, best practices, and troubleshooting steps intended for reuse by technicians and end users. By creating a step-by-step guide for a recurring printer issue, the technician is building a searchable reference that reduces resolution time for future incidents, directly aligning with the definition of a knowledge base article in CompTIA A+ operational procedures.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Incident report
Why it's wrong here
An incident report is a chronological record of a specific unplanned interruption or degradation in service, typically capturing detection, impact, root cause, and recovery actions for that single event. Its purpose is forensic and archival, not instructive; it lacks the distilled, generalized steps needed to guide a technician through the same printer issue on a different machine. Therefore, while useful for post-incident review, it is not a reusable reference for resolving common problems.
- ✓
Knowledge base article
Why this is correct
A knowledge base article is a curated, searchable document that captures a known error, its cause, and a validated step-by-step resolution procedure. It is intentionally written to be reused across multiple instances of the same problem, making it the correct artifact to create after successfully resolving a common printer issue. Unlike tracking or planning documents, its purpose is to transfer knowledge and reduce future troubleshooting time.
- ✗
Change request
Why it's wrong here
A change request is a formal proposal submitted to a change advisory board (CAB) that describes a planned modification to IT infrastructure, configuration items, or processes, complete with risk assessment, rollback plan, and approval workflow. It is a pre-implementation control mechanism, not a post-resolution summary of a routine fix. Creating a change request for an already-resolved printer issue would be unnecessary, since no future infrastructure alteration is being proposed and the change window has already passed.
- ✗
Disaster recovery plan
Why it's wrong here
A disaster recovery plan (DRP) is a strategic document that defines roles, procedures, and resources for restoring critical IT systems and data following a catastrophic event such as a data center outage, ransomware attack, or natural disaster. Its scope covers business continuity and high-availability mitigation, involving off-site recovery sites, failover clusters, and backup restoration. A common printer issue is a routine incident—not a disaster—so the DRP is far too broad and escalation-oriented to serve as a simple troubleshooting guide for day-to-day hardware problems.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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