You are assisting a user over the phone and have tried several things to help fix the user's problem. Unfortunately, you have been unable to solve the issue. The user is getting frustrated and you don't have many more ideas. What should you do next?
A)Escalate the user to a higher level of support.
B)Transfer the user to a colleague you think can assist them.
C)Tell the user to call you back after you have had more time to research the issue.
D)Tell the user you will be unable to help them, and document their issue.

Question

Quizplus · Accepted Answer

If you have exhausted all of your ideas in helping a user, and the user is becoming frustrated, escalate the user to a higher level of support.
Key Takeaway: Part of being a good technician (and an A+ certified one) means knowing when you don't know the answer. It's important to know you can escalate a problem that is either out of your skillset or where the solution requires something extreme, like formatting the system. A colleague of the same level of support as you will only make the user more frustrated, especially if they cannot solve the problem. Never let the user go without a plan of action for fixing their issue, even if that plan of action involves transferring them.

You Are Assisting a User Over the Phone and Have