220-1002 Question #762: Real Exam Question with Answer & Explanation

The correct answer is B: Creating a ticketing system. A ticketing system is the best solution for managing high volumes of service desk requests. It provides structured intake, prioritization, tracking, assignment, escalation, and resolution workflows for each request. Unlike email (D), which is unstructured and easy to lose track o

Question

A new service desk is having a difficult time managing the volume of requests. Which of the following is the BEST solution for the department?

Options

AImplementing a support portal
BCreating a ticketing system
CCommissioning an automated callback system
DSubmitting tickets through email

Explanation

A ticketing system is the best solution for managing high volumes of service desk requests. It provides structured intake, prioritization, tracking, assignment, escalation, and resolution workflows for each request. Unlike email (D), which is unstructured and easy to lose track of, a ticketing system ensures no request falls through the cracks and provides metrics on volume and response times. A support portal (A) helps users self-serve but does not fully manage volume, and an automated callback system (C) addresses phone queues only, not the broader request management problem.

Community Discussion

No community discussion yet for this question.

Full 220-1002 Practice