A technician encounters a previously unidentified issue. The technician conducts some research, finds a solution, and resolves the issue. According to best practices, which of the following should the technician do so the issue can be addressed if it is encountered again?
A) Inform the immediate supervisor about the findings.
B) Email all the other technicians to explain the problem and resolution.
C) Enter the resolution in the ticket and close it.
D) Add the findings to the knowledge base.

Question

Quizplus · Accepted Answer

Adding the findings to the knowledge base ensures that the information is documented and accessible to other technicians in the future, facilitating quicker resolution if the issue arises again.

A Technician Encounters a Previously Unidentified Issue