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For the life of me I do not understand those “windows support volunteers” on the Microsoft help forums.
Like you say they always rush to answer the wrong thing. The “most helpful” answer is usually posted by one of them and it’s just wrong. Yesterday I had to scroll through 4 pages to find the (incredibly simple) answer to a problem I was having with Word and all the volunteer responses were utterly useless and just rehashing what the OP said in their post.
Probably treating as “forgetting to write down their steps” before jumping to cheating; presumably you’ve been teaching them to show their work and they forgot to do that here.
Give them the chance to show you how they solved it on the board, if they can then great! Give ‘em the points and send em on their way. If not, then give them a zero for that part of the test and move on.