A User Calls into the Service Desk Stating They're Having

Multiple Choice

A user calls into the service desk stating they're having a problem accessing a particular cloud application. The service desk technician asks them some probing questions to see if there have been any changes to their local computer and what they were doing when it stopped working. Which step of the troubleshooting model describes the step that the process is currently at?

A) Establish a theory of probable cause.
B) Establish a plan of action to resolve the problem and implement the solution.
C) Document findings, actions, and outcomes.
D) Identify the problem.