DRAG DROP
Move all the problem - solving steps to the answer area and place them in the correct order.

A user calls help desk to report that they cannot connect to the company's internal WiFi network. The help desk technician is following the problem - solving process to resolve the user's issue. After defining the problem and gathering detailed information, the technician suspects the most probable cause of the issue is a misconfiguration in the user's network settings. What should the technician do next?

You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following I am Jane Doe with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued. What should you do?

You resolve a customer's printing issue. How should you document the incident?

DRAG DROP
Joe calls in to report internet outages. A customer service technician enters the trouble ticket shown
below. Review the trouble ticket below and classify which parts of this ticket follow documentation
best practices.



Move the description to each label to identify whether the part of the documentation referenced by
the label meets documentation best practices or does not meet documentation correct practices.
Note You will receive partial credit for each correct answer.