users is a task that is typically performed during the identification phase of the troubleshooting methodology.
QUESTION: who have reported the problem.
This can help identify the symptoms, scope, frequency, and impact of the problem.
Verify functionality, divide and conquer, and implement the solution are tasks that are typically performed in other phases of the troubleshooting methodology.
References: CompTIA IT Fundamentals+ Study Guide: Exam FC0-U61, Second Edition, Chapter 9: Troubleshooting Methodology, page 333.