CompTIA A+® Complete Deluxe Study Guide:Exams 220-701 (Essentials) and 220-702 (Practical Application)

8.4. Exam Essentials

Know the steps to take in troubleshooting computers.

First identify the problem. Then establish a theory of probable cause, test your theory, establish a plan of action to resolve the problem, verify full system functionality, and finally document your findings.

Understand how to talk to the customer.

Questions should be nonaccusatory and neutral in tone. Seek to understand what happened, but be careful to not blame the users, as they may become defensive and not give you the information you need to solve the problem.

Know what tools to use when cleaning the outside of computers and monitors.

For cases, mild soap and water on a damp (not dripping wet) cloth is fine. For monitor screens, use wipes or sprays specifically ...