A customer calls the help line to report a computer problem. The help line technician responds and works with the customer for some time. However, the technician cannot identify the root cause of the problem. What should the technician do to help the customer?

A customer calls the help line to report a computer problem. The help line technician responds and works with the customer for some time. However, the technician cannot identify the root cause of the problem. What should the technician do to help the customer?

• Tell the customer that a ticket is created and another technician will contact the user soon.
• Tell the customer that a replacement computer will be shipped immediately.
• Suggest that the customer visit the support website for more detailed information.
• Ask for the email address of the customer in order to send all the support documents for the computer.

Explanation: When the first line technician cannot identify the cause of the problem, the technician should create a ticket and initiate the escalation process. Because the cause of the problem is not identified, the technician should not authorize the replacement process. The customer should not be sent to explore further troubleshooting.

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