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Troubleshooting Methodology

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Questions and Answers

What is the first step in the troubleshooting methodology?

Test the theory to determine the cause
Establish a theory of probable cause
Establish a plan of action to resolve the problem
Identify the problem (correct)

What should you do if your initial theory is not confirmed?

Document the findings and outcome without resolving the issue
Implement the solution based on the initial theory
Re-establish a new theory and test it (correct)
Escalate the issue to a higher tier of support immediately

What is the purpose of the last step in the troubleshooting methodology?

To establish a plan of action to resolve the problem
To test the theory to determine the cause
To document the findings, actions, and outcome (correct)
To verify full system functionality

What should you do if you're stuck during the troubleshooting process?

Escalate the issue to a higher tier of support such as a coworker or field services technicians (C) Signup and view all the answers

What is the main goal of the troubleshooting process?

To resolve the problem and verify full system functionality (D) Signup and view all the answers

What is the primary objective of testing the theory of probable cause?

To determine the actual cause of the problem (C) Signup and view all the answers

What is the main purpose of documenting the findings, actions, and outcome?

To provide a record of the troubleshooting process for future reference (A) Signup and view all the answers

At what stage of the troubleshooting process would you typically involve a higher tier of support?

When stuck and unable to determine the cause (A) Signup and view all the answers

What is the relationship between establishing a plan of action and verifying full system functionality?

Establishing a plan of action is a prerequisite for verifying full system functionality (A) Signup and view all the answers

What is the primary benefit of implementing preventative measures?

To prevent similar problems from occurring in the future (B) Signup and view all the answers