After completing all the troubleshooting steps in a README file, a user decides to call technical support to see if they can help them with the problems they are having with the application. The user gets frustrated with the technical support person because they want the user to repeat all the steps that they have already done. Why is the technical support person doing this?
a. They are following the comments.
b. They are following the README.
c. They are following the frequently asked questions (FAQ).
d. They are following the runbook.
b. They are following the README.
b. They are following the README.
The technical support person wants the user to repeat all the steps mentioned in the README file because it is a standard practice in technical support to verify that all troubleshooting steps have been completed correctly and to ensure that no steps were missed. By having the user go through the steps again, the technical support person can identify any potential issues or mistakes that may have been made during the troubleshooting process. This helps the support person to gather accurate information about the problem and provide appropriate solutions or further assistance.