TroubleshootingQuestion 82 of 100
Why is asking open-ended questions helpful when troubleshooting a user's issue?
a.It encourages the user to describe the problem in detail
b.It makes the call end faster
c.It avoids talking to the user
d.It hides information from the user
Explanation
Open-ended questions invite users to explain what happened in their own words, revealing details you might not think to ask about. This helps you understand the full context of the problem. Follow-up closed questions can then confirm specifics.
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