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?
When did you last update the application?
Have you tried reinstalling the application?
Does the application freeze or crash at startup?
Are you connected to the internet, and is your network stable?
What specific issues are you experiencing with the application?
Do you receive an error message when you try to launch the application?
The question 'What specific issues are you experiencing with the application?' is an open-ended inquiry that prompts the user to provide detailed information without implying any particular issue. It allows the user to explain their situation fully, which is essential for accurate troubleshooting. Alternative answer choices may either be too narrow in scope, leading the user towards specific issues, or they may not be open-ended, restricting the information provided.
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Why is asking open-ended questions important in troubleshooting?
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What are some examples of effective follow-up open-ended questions for troubleshooting?
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How do open-ended questions differ from closed-ended ones in IT support?