Study

Unit 11

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  • Support staff ask users clear, targeted questions.
    Direct Questioning
  • Shared system where fixes are stored for reuse.
    Solutions Database
  • Documenting issue details like time and symptoms.
    Recording Faults
  • Writing down actions taken to fix a problem.
    Recording Remedies
  • Form tracking issue info, diagnosis, remedy, and technician.
    Fault Report
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