Mike Meyers’ CompTIA Network+ Certification Passport, 4th Edition (Exam N10-005), 4th Edition

Document Findings, Actions, and Outcomes

It is vital that you document the problem, symptoms, and solutions of all support calls, for two reasons: First, you’re creating a support database to serve as a knowledge base for future reference, enabling everyone on the support team to identify new problems as they arise and know how to deal with them quickly, without having to duplicate someone else’s research efforts. Second, documentation enables you to track problem trends and anticipate future workloads, or even to identify a particular brand or model of an item, such as a printer or a NIC, that seems to be less reliable or that creates more work for you than others. Don’t skip this step—it really is essential!

Exam Tip

Memorize these problem ...