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
  3% (1)
• B
  12% (4)
• C
  9% (3)
• D
  76% (26)

Explanation

Swarming (D) directly addresses both root causes: it replaces the linear escalation model with a collaborative approach where agents from all support tiers work the incident together, meaning service desk agents observe how issues are resolved in real time, building knowledge that prevents recurrence and reduces future escalations.

A is wrong because validating ticket data at creation improves quality but doesn't stop escalations or close the knowledge gap - agents still never see how incidents are resolved.

B is wrong because training agents to capture better handoff information optimizes the broken escalation process rather than eliminating it; incidents still get passed up, and agents still miss the resolution.

C is wrong because restricting tickets to high-priority incidents doesn't reduce rework - it just shrinks the volume while leaving the underlying process and knowledge-gap problems intact.

Memory tip: Think of swarming like a "huddle" - instead of passing the ball up the chain, everyone gathers around the problem at once. The keyword pairing to remember is swarming → collaboration + knowledge transfer, which maps directly to the two consequences the question mentions: rework and recurring incidents.

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