A user calls into the service desk stating they're having a problem accessing a particular cloud application. The service desk lechnician asks then some probing qustes to see their local computer and what they were doing when it stopped working. Which step of the troubleshooting model describes the step that the process is cumenty at$?$

O a$.$ Document findings, actions, and outcomes.

O b$.$ Establish a theory of probable cause.

O c$.$ Identify the problem.

$$ d$.$ Establish a plan of action to resolve the problem and implement the solution.