220-1102 Question #42: Real Exam Question with Answer & Explanation

Question

When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?

Options

• AHave the user provide a callback phone number to be added to the ticket
• BAssign the ticket to the department's power user
• CRegister the ticket with a unique user identifier
• DProvide the user with a unique ticket number that can be referenced on subsequent calls.

Explanation

When submitting a support ticket, a technician should provide the user with a unique ticket number to ensure proper association and tracking of the issue.

Approach. Providing the user with a unique ticket number upon creation allows both the user and the support team to easily reference and track the specific issue. This ensures that when the user calls back or inquiries, the ticket can be quickly identified and updates or resolutions can be accurately associated with the correct user and their original problem, improving communication and support efficiency.

Common mistakes.

• A. A callback phone number is contact information, not a unique identifier for the ticket or the user's association with it.
• B. Assigning the ticket to a power user is a workflow step for resolution, not a method for associating the ticket with the original user for tracking purposes.
• C. Registering the ticket with a unique user identifier is an internal system function, but providing the user with a unique ticket number is the practical method the technician uses to ensure accurate association for both parties.

Concept tested. IT service desk best practices - ticket tracking

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