Cisco
100-140 · Question #34
100-140 Question #34: Real Exam Question with Answer & Explanation
The correct answer is A. Reduces resolution time C. Trains new IT staff. A knowledge base reduces ticket resolution time by providing documented solutions and onboards new staff by serving as a self-service training resource. It directly improves support team efficiency and capability.
Question
What are benefits of a knowledge base for IT support? (Choose two)
Options
- AReduces resolution time
- BImproves system speed
- CTrains new IT staff
- DIncreases financial performance
Explanation
A knowledge base reduces ticket resolution time by providing documented solutions and onboards new staff by serving as a self-service training resource. It directly improves support team efficiency and capability.
Common mistakes.
- B. A knowledge base is a documentation and workflow tool; it has no direct mechanism to improve the processing speed or performance of operating systems or hardware.
- D. While better IT support can indirectly support business operations, increasing financial performance is not a direct or measurable benefit of a knowledge base itself.
Concept tested. Knowledge base value in IT support workflows
Reference. https://www.itlibrary.org/index.php?page=Knowledge_Management
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