CompTIA A+ Core 2 (220-1202)Operational ProceduresEasy
A technician spends two hours troubleshooting a recurring printer driver conflict and finally resolves it. The technician wants other help desk staff to be able to resolve the same issue quickly in the future without repeating the research. Which of the following should the technician do?
- ACreate a knowledge base article documenting the symptoms and resolution
- BClose the ticket with a brief note and move on
- CSend a one-time email to the current shift only
- DVerbally tell one coworker about the fix
Show answer & explanationAnswer & explanation
Correct answer: A. Create a knowledge base article documenting the symptoms and resolution
A knowledge base article is a searchable, persistent record that any technician can reference later, improving first-call resolution and reducing repeated troubleshooting time. The other options are informal, temporary, or not retrievable by the whole team.
Why the other options are wrong
- B. A brief ticket note lacks detail and is hard to search for future incidents.
- C. Only reaches current staff and is not retrievable later.
- D. Verbal knowledge is not documented and will not scale.
Knowledge Base Article
A documented, searchable article describing a problem and its resolution so future technicians can solve similar issues efficiently.
- Improves consistency and speeds up resolution
- Should be searchable by symptom and error code
- Part of good documentation and ticketing practices
Memory trick: Write it once, help everyone twice.