Crucial Exams

CompTIA A+ 220-1102 (V14) Practice Question

A Tier 1 help desk technician has spent an hour troubleshooting a complex software issue for a user. The technician has tried several solutions but has been unable to resolve the problem and must escalate the ticket to a Tier 2 team. To ensure a smooth handoff, which information is most essential for the Tier 1 technician to add to the ticket?

  • A note stating, "User software issue, needs Tier 2 assistance."

  • A full, unedited transcript of the one-hour remote session with the user.

  • The user's name, callback number, and the device asset tag.

  • A summary of the problem and a detailed log of the troubleshooting steps already performed and their outcomes.

CompTIA A+ 220-1102 (V14)
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