After receiving a call from a user stating that their application is 'not working', which of the following is the MOST effective open-ended question to initially ask in order to gain a better understanding of the problem?
Does the application freeze or crash at startup?
Do you receive an error message when you try to launch the application?
What specific issues are you experiencing with the application?
Asking "What specific issues are you experiencing with the application?" is an open-ended question that invites the user to describe symptoms in their own words, providing richer detail for troubleshooting. The other options are closed-ended (yes/no) or lead the user toward a particular issue, which can limit the information gathered.
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