Exam 220-1002 topic 1 question 193 discussion

Ports 143 and 993 both are used in IMAP; however, 993 is the secure port which should be used.

So are we choosing Lets take a look at your phone settings Please change your port number to 993 Educate the user or Has anything changed recently? Please change the port number to 143 Educate the user

In my opinion: Normally, when diagnosing a problem, you would ask open questions to avoid blind checks, so "did you make any change recently?" Is the one that makes more sense. Moreover the answer is I made some updates. Anyway "let's have a look to your settings makes sense" as they are the main thing I would check. However I will stick with comptia method and ask about changes. Regarding the port, 143 and 993 are both IMAP ports, but 993 is hw safe one and would never suggest a customer to set an unsafe or less safe port. And in the end I would educate the user. Clarifying what has been done wrong or how to avoid the problem in future is crucial .

I would go with "Educate the user". It doesn't have to be full IT course - just a quick summary of what was done and why so the user is aware that it is not some voodoo magic. Some will understand, some won't bother, but the alternative is "close the ticket". So It would look like: "Change your port to 993. Bye." - That's not how the support should behave. Instead: "Change your port to 993. This will make your emails go through secured/crypted connection, so you don't have to worry." - Solved? Yup. Educated user? Yes.

Watch out I got this one on my test

The video showing how to solve this PBQ no longer exists Does anybody know the answer please?

IMHO it should be Has anything changed recently? Please change your port number to 993 Close the ticket out Per Prowse in 4.7 under dealing with difficult customers/situations, "Ask computer-oriented, open-ended questions when eliciting answers from the customers (for example, ask “What is wrong with the computer?” or “What can you tell me about this computer?”). Stick with the senses; questions such as “What type of strange behavior did you see from the computer?” keeps customers more relaxed and can help you to narrow down the cause of the problem." Also, the answer in return where the user states they have recently updated their phone goes more smoothly with this question, rather than the statement of "Let's take a look at your phone settings" which can be interpreted as you already know the answer to the problem without doing further questioning to determine the cause. As others mentioned already, IMAPS (SSL IMAP) uses port 993 so that is correct.

Is a normal procedure for a help desk technician to educate the user after this type of computer issue? The book only talks about educating the user when it comes to malware.

why should we do educate user and closed ? it is not malware so it is better to closed the ticket after we give the solution

HERE IS THE SIMULATION ON YOUTUBE/ STEP-BY-STEP: https://www.youtube.com/watch?v=8h5Ukw8cgfo

It says port 993 on my Android. For Android phones -> Select your email address, and under Advanced Settings, click Server Settings.

Does anyone know the correct answer?