Which step in the troubleshooting process involves discussion with the customer?

The step in the troubleshooting process that involves discussion with the customer is identifying the problem. This step is crucial as it requires gathering information about the issue from the perspective of the customer. Engaging the customer allows the technician to understand the context of the problem, including any error messages, behaviors, or patterns that the customer has observed. This interaction helps in clarifying the symptoms, confirming the impact of the issue on the customer's workflow, and ensuring that the technician has a comprehensive understanding of the situation before moving on to the next steps in the troubleshooting process.

Involving the customer at this stage not only aids in accurate problem diagnosis but also builds rapport and communicates that their input is valued, fostering a collaborative atmosphere for resolving the issue.