Which call can be completely dealt with by End user support?

Question

Options

• A"Application X is slower than usual."
• B"There's an error message about the printer on my screen."
• C"I can't remember how I can change currency in this application."

• A
  78% (31)
• B
  15% (6)
• C
  8% (3)

Explanation

Option A is correct because a slow application is a performance observation that End User Support can completely handle within its own scope - by checking for known system-wide slowdowns, advising standard first-line actions (e.g., restarting the application, clearing cache), and logging the issue if it persists. No specialist escalation is required to fully close the interaction.

Option B is wrong because a printer error message involves hardware/driver troubleshooting that typically exceeds End User Support's scope, requiring escalation to a technical or infrastructure team.

Option C is a trap - while it sounds simple, "how to change currency in this application" requires application-specific knowledge or documentation that belongs to an Application Support specialist, not general End User Support.

Memory tip: Think of End User Support as the team that handles symptoms with standard fixes - they can log and resolve common issues independently. The moment a call requires specialist knowledge (application config, hardware errors), it must be escalated. Slow app = standard triage; error message or app setting = escalate.

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