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220-1102 Practice Question: A help desk technician is documenting the steps…
This 220-1102 practice question tests your understanding of a help desk technician is documenting the steps…. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A help desk technician is documenting the steps to resolve a recurring printer issue for the team's knowledge base. Which element is MOST important to include to ensure the documentation is useful for other technicians?
Answer choices
Why each option matters
Good practice is not just finding the correct option. The wrong answers often show the exact trap the exam wants you to fall into.
A
Distractor review
The name of the user who reported the issue.
The user's name is specific to one incident and irrelevant for a general knowledge base article other technicians will use.
B
Distractor review
The serial number of the affected printer.
While the printer model may be useful, the serial number is unique to one device and not helpful for a generic resolution procedure.
C
Best answer
A detailed, step-by-step resolution process.
This is the most important part of a knowledge base article. It allows other technicians to follow the same steps to resolve similar issues efficiently.
D
Distractor review
The date and time of the original incident.
The date and time are relevant for a ticket record but do not help other technicians understand how to fix the problem.
Answer analysis
Why the other options are wrong
Understanding why incorrect options are tempting is as important as knowing the correct answer.
- ✗
The name of the user who reported the issue.
The user's name is specific to one incident and irrelevant for a general knowledge base article other technicians will use.
- ✗
The serial number of the affected printer.
While the printer model may be useful, the serial number is unique to one device and not helpful for a generic resolution procedure.
- ✗
The date and time of the original incident.
The date and time are relevant for a ticket record but do not help other technicians understand how to fix the problem.
Common exam trap
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Technical deep dive
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
- Use explanations to understand the rule behind the answer.
TExam Day Tips
- Underline the problem statement mentally.
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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More questions from this exam
Keep practising from the same exam bank, or move into a focused topic page if this question exposed a weak area.
Question 1
A change advisory board (CAB) approved a standard change to update antivirus definitions on all servers. The technician completes the update on a file server and verifies the server is functioning normally. According to change management best practices, what documentation should the technician complete?
Question 2
A company's change management policy requires all server changes to be approved by the Change Advisory Board (CAB). A technician discovers that a critical database server's operating system needs a security patch to comply with a new regulatory requirement that takes effect in one week. The patch has a known risk of causing service downtime. The next scheduled CAB meeting is in two weeks. What should the technician do FIRST?
Question 3
A company is implementing a bring-your-own-device (BYOD) policy and needs to ensure that corporate data on employee mobile devices is protected. Which of the following is the MOST important technical control to implement?
Question 4
A company requires employees to present both a smart card and a PIN to log into their workstations. Which authentication principle is being implemented?
Question 5
A company requires all Windows 10 workstations to be able to join an Active Directory domain. Which edition of Windows 10 must be installed on these workstations?
Question 6
A company wants to allow employees to securely access internal resources from home via the internet. Which method provides the highest level of security for remote desktop connections?
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FAQ
Questions learners often ask
What does this 220-1102 question test?
Read the scenario before looking for a memorised answer.
What is the correct answer to this question?
The correct answer is: A detailed, step-by-step resolution process. — The primary purpose of a knowledge base article is to enable other technicians to reproduce the fix. A detailed, step-by-step resolution process is the most critical element. The user's name, printer serial number, and incident date/time may be relevant for a specific ticket but are not essential for a general knowledge base article intended for reuse.
What should I do if I get this 220-1102 question wrong?
Identify which 220-1102 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
About these practice questions
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More 220-1102 practice questions
- A change advisory board (CAB) approved a standard change to update antivirus definitions on all servers. The technician…
- A company's change management policy requires all server changes to be approved by the Change Advisory Board (CAB). A te…
- A company is implementing a bring-your-own-device (BYOD) policy and needs to ensure that corporate data on employee mobi…
- A company requires employees to present both a smart card and a PIN to log into their workstations. Which authentication…
- A company requires all Windows 10 workstations to be able to join an Active Directory domain. Which edition of Windows 1…
- A company wants to allow employees to securely access internal resources from home via the internet. Which method provid…
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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.