A User Calls into the Service Desk Stating They're Having

question 1

Multiple Choice

A user calls into the service desk stating they're having a problem accessing a particular cloud application. The service desk technician asks them some probing questions to see if there have been any changes to their local computer and what they were doing when it stopped working. Which step of the troubleshooting model describes the step that the process is currently at?

• A) Establish a theory of probable cause.
• B) Establish a plan of action to resolve the problem and implement the solution.
• C) Document findings, actions, and outcomes.
• D) Identify the problem.

---

Definitions:

Public Situations

Scenarios or settings that are open to the general public where behavior and interactions are often subject to societal norms and expectations.

Line-Length Judgments

A cognitive task where individuals are asked to evaluate or compare the lengths of lines, often used to study perception and decision-making.

Normative Influence

The impact of the norms of a group on an individual's behavior, often leading to conformity in order to gain approval or avoid disapproval from others in the group.

Social Roles

The parts individuals play as members of a social group, which dictate their behavior in specific contexts.