820-605 · Question #101
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer…
The correct answer is C. Conduct an assessment of the business impact of the problem. When a critical business function is impacted by a technical issue, the first step in a mitigation plan is to assess the problem's business impact to prioritize and understand the urgency and severity.
Question
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
Options
- AEvaluate the availability of resources to work on the problem.
- BEngage a specialist to identity a technical solution or workaround.
- CConduct an assessment of the business impact of the problem.
- DEstablish a timeline of when a solution must be in place.
How the community answered
(32 responses)- A3% (1)
- B16% (5)
- C72% (23)
- D9% (3)
Why each option
When a critical business function is impacted by a technical issue, the first step in a mitigation plan is to assess the problem's business impact to prioritize and understand the urgency and severity.
Evaluating resources is an important step, but it follows understanding the impact and priority of the problem to ensure resources are allocated effectively.
Engaging a specialist to find a solution is premature before fully understanding the business impact and prioritizing the problem's resolution.
Before committing resources or defining solutions, it's crucial to understand the full business impact of the inability to record calls, especially with a sudden shift to remote operations. This assessment helps determine the severity, potential financial implications, compliance risks, and urgency, which then guides subsequent mitigation steps and resource allocation.
Establishing a timeline without a clear understanding of the business impact, technical complexity, and required resources can lead to unrealistic expectations or misallocation of effort.
Concept tested: Incident response and mitigation planning
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