220-902 – Q228

A customer brings in a PC for repair. The technician attentively listens as the customer describes the problem with the PC. Once the customer has finished describing the problem, which if the following should the technician do to ensure the information is accurately documented? (Choose two.)

A. Ask questions to clarify the scope of the problem.
B. Complete the process as quickly as possible to begin the repair process.
C. Ensure the customer is educated regarding the correct terminology for the problem.
D. Restate the issue to verify understanding.
E. Notate all information exactly as the customer describes.
F. Search online resources related to the customer’s issue to ensure accuracy.

Correct AnswerS: D,E