Which of the following steps in the troubleshooting methodology is the technician currently performing?

Users all over campus are calling the help desk to report issues connecting to the Internet. The help desk follows a script to ask questions about their issues. All the users answer the questions similarly A help desk technician confirms no environmental changes have taken place and is currently looking through multiple system and application logs.

Which of the following steps in the troubleshooting methodology is the technician currently performing?
A . Testing the theory to determine cause
B . Identifying the problem
C . Documenting findings actions, and outcomes
D . Establishing a plan of action to resolve the issue

Answer: B