220-1102 Operational Procedures Practice Question
A technician is creating documentation to help new employees find solutions for common software problems. Which type of documentation is MOST appropriate for this purpose?
⚠ Common exam trap
Test-takers frequently confuse 'incident report' (a record of a single event) with 'knowledge base article' (a reusable solution), especially when the question mentions 'documentation to help find solutions'—incident reports are for logging, not for guiding future troubleshooting.
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 is the most appropriate documentation for helping new employees find solutions to common software problems because it provides a searchable, self-service repository of troubleshooting steps, FAQs, and known issues. This aligns with the CompTIA A+ objective of using documentation to support end users and reduce recurring support tickets.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Change management form
Why it's wrong here
A change management form records approval and rollback details for planned modifications to systems, capturing who authorised what and when. It documents process governance, not troubleshooting steps. New employees needing fixes for recurring software faults require a knowledge base article instead.
- ✗
Incident report
Why it's wrong here
An incident report documents a specific past event, its impact, root cause and remediation for that occurrence. It captures one investigation rather than reusable resolution steps. New employees seeking solutions to common software problems need a knowledge base article, which is the correct documentation type here.
- ✓
Knowledge base article
Why this is correct
A knowledge base article captures a specific problem with its symptoms, cause and resolution steps, searchable and reusable by new employees; it directly serves self-service troubleshooting of common software issues, unlike policies, SOPs or training guides.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
An SLA defines agreed service targets such as uptime, response and resolution times between a provider and customer. It governs expectations and penalties, containing no troubleshooting guidance. Recurring software fixes for new employees belong in a knowledge base article, not a contractual service document.
Go deeper
Related to this question
About these practice questions
This 220-1102 question is part of Courseiva's 925-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.