A user calls the help desk because a folder containing critical business files is missing from the local drive. The
user is adamant that the folder was there the previous day, and cannot understand why it is gone. The
technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab.
According to the theory of troubleshooting, which of the following is the technician’s NEXT step?

A.
Establish a theory of probable cause

B.
Establish a plan of action and implement the solution

C.
Document findings, actions and outcomes

D.
Verify full system functionality and implement preventive measures