What task should be completed before escalating a problem to a higher-level technician?

What task should be completed before escalating a problem to a higher-level technician?

• Replace all hardware components with components that are known to work.
• Redo each test to ensure the accuracy of the results.
• Document each test that was tried.
• Ask the customer to open a new support request.
  

  Answers Explanation & Hints: Before escalating a ticket, document each test that has been performed. Information about the tests is vital if the problem needs to be escalated to another technician.