Exam 220-1001 topic 1 question 495 discussion

A technician should first gather information about the issue by requesting details from the sales executive about the problem. This information can include when the laptop freezes, what application was being used, and any error messages that were displayed. The technician can then use this information to make informed decisions about next steps, such as running hardware diagnostics, checking network connectivity, or considering the corporate policy.

for me , I'll go with B, since it's a personal laptop , so the technician need to refer to the company policy before any further action.

you should at first get informations to find out, what the reason may be

I will go for C, you should always collect enough information before establishing the theory of the probable cause

im not sure BUT id rather D