Question:
A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?
- Try to fix the problem anyway.
- Tell the customer to call the printer manufacturer to fix the problem.
- Gather as much information as possible and escalate the problem.
- Ask the customer to call again when another technician can provide a solution to the problem.
Explanation: Trying to fix a problem that is beyond the knowledge level of the technician may create additional problems.
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