When a customer is having difficulty accessing the company's website, the technician should first document the issue in the company's ticketing system. This step ensures that the problem is officially logged, which allows for proper tracking, prioritization, and assignment to the appropriate personnel if needed. Recording the details helps in maintaining a record of the issue and the troubleshooting steps taken, which is useful for future reference and analysis.
* A. Ask the customer for their log-in credentials. This is not appropriate as it breaches security protocols and is not the first step in troubleshooting.
* B. Check the company's internal knowledge base for solutions. While useful, this step comes after the issue has been documented.
* C. より経験豊富な技術者に顧客を紹介します。これは後で必要になるかもしれませんが、最初は問題を文書化する必要があります。
参考文献:
* CompTIA A+ Core 2 (220-1102) 試験目標、セクション 4.1: インシデントを追跡するためのチケット システムの使用を含むドキュメントおよびサポート システム。