Question

A technician is talking to a customer about an issue, but the customer is not sure how to locate the issue on their computer, so the technician has the customer tell them step by step to figure out the issue. What type of technique is this? a. Troubleshooting b. Root cause analysis c. Diagnostic questioning d. Step-by-step analysis

Answer 1

The technique is known as diagnostic questioning, which involves gathering information from the customer to identify the computer issue through targeted questions.

Step-by-step explanation:

The technique where a technician asks a customer to describe the problem step by step is known as diagnostic questioning. This method involves gathering information from the customer to identify the issue with the computer. Unlike root cause analysis, which is an in-depth analysis to find the real cause of an issue, diagnostic questioning can help in pinpointing the specific problem through a series of targeted questions. During this process, the technician will guide the customer through steps to clarify the situation and narrow down the problem.

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