Question

A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.

a. indicate how upset he or she is with the user's file organization
b. tell the user how to straighten out his or her file organization
c. point the user to useful information about file organization
d. intimidate the user into changing his or her file organization

Answer 1

A support agent should point the user to useful information about file organization, offering step-by-step guidance and resources that help the user learn and apply good file management practices.

Step-by-step explanation:

When a support agent feels that a user needs substantial assistance with the organization of files on his or her computer system, the most professional and helpful approach would be option c. which is to point the user to useful information about file organization. This is both supportive and empowering, allowing the user to learn better file management skills. It is important to refrain from negative behaviors such as showing displeasure, using intimidation, or simply telling the user what to do without providing any resources or guidance.

Providing step-by-step guidance or additional tools and resources can truly help users understand the principles behind good file organization. This may include suggesting naming conventions, advice on folder structures, and how to use software features to maintain organization. Doing so not only resolves the current issue but also equips the user with knowledge and skills for future file management, fostering independence and confidence in handling their digital files.

Answer 2

A support agent should provide the user with resources on file organization to help them improve their own system without expressing frustration or using intimidation.A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should point the user to useful information about file organization.

The correct answer is C.

Step-by-step explanation:

A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should point the user to useful information about file organization. This approach is constructive and helps empower the user to improve their skills. Rather than expressing frustration, telling them directly how to do it, or using intimidation, guiding users to resources allows them to learn and apply the information at their own pace and according to their personal learning style.