An organization has found that a significant amount of rework is required because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results…

Question

Options

• AValidate the data when tickets are being created by service desk agents
• BTrain agents to capture the information required by each support team
• CLimit the use of tickets to major and high-priority incidents
• DUse swarming to improve collaboration and validate information

• A
  5% (2)
• B
  82% (31)
• C
  11% (4)
• D
  3% (1)

Explanation

Training agents to capture the right information upfront (B) directly addresses the root cause: service desk staff don't know what downstream teams need, so tickets arrive incomplete and must be reworked. By learning the data requirements of each support tier, agents create complete, actionable tickets the first time - reducing escalation rework and allowing agents to see resolutions, which breaks the recurring-incident cycle.

Why the distractors fail:

• A - Validating data at ticket creation only checks that fields are filled, not that the right information for each support team is included; it doesn't address the knowledge gap.
• C - Restricting tickets to major incidents ignores the lower-priority issues that still consume resources through rework, and doesn't fix the underlying information problem.
• D - Swarming improves real-time collaboration but doesn't solve the structural problem of agents not knowing what information to capture; it's a workaround, not a fix.

Memory tip: Think "right info, right team, right away" - option B ensures agents gather the correct information for each destination team before escalation, eliminating the need for rework downstream.

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