Compare the experience of troubleshooting a computer in person and hands-on, as opposed to talking to the user of the computer over the phone.
What will be an ideal response?
If you are working directly on the affected system and not relying on somebody on the other end of a telephone to guide you, you will identify symptoms through your observation of what is (or isn't) happening. If you are troubleshooting over the telephone, you will need to question users. These questions can be close-ended, which is to say there can only be a yes-or-no-type answer, such as, "Can you see a light on the front of the monitor?" You can also ask open-ended questions, such as, "What have you already tried in attempting to fix the problem?" The type of question you ask at any given moment depends on what information you need and on the user's knowledge level.
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