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CISA Practice Question: A company's IT service desk receives multiple…
A company's IT service desk receives multiple reports of users being unable to access a cloud-based CRM system. The network team confirms that internet connectivity is working. Which of the following should be the FIRST step in troubleshooting the issue?
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
✓
Check the vendor's service status page for any reported outages
Checking the vendor's service status page is the first logical step to determine if the issue is due to a known outage at the CRM provider. This aligns with best practices for troubleshooting – verify external dependencies before performing internal changes. Options A, B, and D are premature or secondary steps.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Ask a user to try accessing from a different device
Why it's wrong here
This may help isolate the problem but is not the first step; start with service provider status.
- ✗
Restart the company's firewall and proxy servers
Why it's wrong here
Restarting network devices should be done only after confirming the issue is internal.
- ✓
Check the vendor's service status page for any reported outages
Why this is correct
This quickly identifies if the issue is widespread and outside the organization's control.
- ✗
Review recent change requests for the CRM system
Why it's wrong here
Change review is important but should follow after confirming the service is not down.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This CISA practice question is part of Courseiva's free ISACA 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 CISA exam.