Which type of questions are beneficial during a help desk troubleshooting process?

Open-ended questions are particularly beneficial during a help desk troubleshooting process because they encourage the user to provide detailed descriptions of their issues and experiences. This type of questioning allows the help desk representative to gather comprehensive information about the problem, including context, symptoms, and any relevant factors that may not be immediately apparent. By prompting users to elaborate on their concerns, the representative can better understand the situation and facilitate more effective troubleshooting.

This approach contrasts with yes/no questions, which limit responses to binary options and may not capture the complexity of the user's issue. Multiple choice questions can also restrict the responses and may lead to missed insights, while leading questions may create bias in the responses by suggesting certain answers. Thus, open-ended questions are essential for gathering full context and facilitating a more precise resolution to the user's problem.