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CompTIA Exam 220-1202 Topic 1 Question 4 Discussion

Actual exam question for CompTIA's 220-1202 exam
Question #: 4
Topic #: 1
[All 220-1202 Questions]

Technicians are failing to document user contact information, device asset tags, and a clear description of each issue in the ticketing system. Which of the following should a help desk management team implement for technicians to use on every call?

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Suggested Answer: C

Standard operating procedures (SOPs) define consistent, step-by-step guidelines that technicians must follow - such as capturing user contact details, asset tags, and detailed issue descriptions on every ticket. Implementing SOPs ensures thorough and uniform documentation across all calls.


by Felicitas at May 02, 2025, 12:05 AM

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Catherin
2 months ago
Service-level agreements could also be useful to set clear expectations for response times and resolution of issues.
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Domitila
2 months ago
I believe call categories would also be helpful for technicians to categorize and prioritize the issues they are handling.
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Freeman
2 months ago
I agree with Launa, having standard operating procedures will ensure consistency in documenting user contact information and issue descriptions.
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Miriam
2 months ago
Wait, are we supposed to document the user's contact info or their cat's? Asking for a friend.
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Iraida
25 days ago
C) Standard operating procedures
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Lourdes
1 months ago
B) Call categories
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Charolette
2 months ago
A) Service-level agreements
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Launa
2 months ago
I think the help desk management team should implement standard operating procedures.
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Yun
2 months ago
D) Knowledge base articles - Ah yes, the fountain of all knowledge. Now the techs can stop asking me the same questions every day!
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Chery
2 months ago
B) Call categories - Hmm, I don't know, sorting calls into categories sounds like a lot of work. Can't we just have a 'catch-all' option?
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Alisha
2 months ago
B) Call categories - Call categories can actually make it easier for technicians to quickly categorize and document information for each call, improving efficiency in the long run.
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Leah
2 months ago
C) Standard operating procedures - Standard operating procedures would provide a step-by-step guide for technicians to follow when documenting user contact information and issue descriptions.
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Nickolas
2 months ago
A) Service-level agreements - Service-level agreements would ensure that technicians have clear guidelines on what information to document for each call.
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Tricia
3 months ago
A) Service-level agreements? Nah, that's for the suits upstairs. We need something more hands-on down here in the trenches.
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Tiffiny
1 months ago
D) Knowledge base articles
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Eveline
1 months ago
C) Standard operating procedures
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Talia
2 months ago
B) Call categories
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Darrin
3 months ago
C) Standard operating procedures - Gotta love some good ol' SOPs to keep us on track! No more guessing what to document - just follow the steps.
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