G Professional Collaboration Engineer Practice Exam

What actions should you take during the troubleshooting call with a user experiencing issues with draft emails?

1. Ask the user to send an email to you.

2. Record a HAR file of the user composing a new email.

3. Take screenshots of the user's screen.

4. Use the Email log search in the Admin panel.

The correct answer is: Record a HAR file of the user composing a new email.

Recording a HAR file while the user is composing a new email is a highly effective way to troubleshoot issues related to draft emails. A HAR (HTTP Archive) file captures a rich set of information about the user's interactions with the web application, including the requests sent to and responses received from the server during the email composition process. This data can reveal network errors, latency issues, or any other problems that may be causing the email issues. When a user reports problems with draft emails, it's essential to have a clear view of what happens behind the scenes as they interact with the email client. The HAR file provides insight into the HTTP requests sent to the server and can help identify whether the issue lies with connectivity, the email service itself, or potential bugs in the application. This proactive step allows for a more targeted diagnosis and quicker resolution of the user's issue. The other options, while they might gather some useful information, do not provide the same depth of insight into the technical aspects of the problem. For instance, sending an email to yourself may not directly address the specific issues the user is encountering. Taking screenshots might not capture dynamic problems accurately, and using email log searches in the Admin panel may require additional steps and might not directly reflect the user's experience during the composing