HDI
QQ0-100 · Question #24
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
The correct answer is D. Assess the technical and business issues and negotiate until you and the customer agree. See the full explanation below for the reasoning.
Question
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
Options
- ARecord the problem as a low severity
- BRefer the customer to the service level agreement (SLA)
- CReset the customer expectation for low severity problems Reset the customer? expectation for
- DAssess the technical and business issues and negotiate until you and the customer agree
How the community answered
(31 responses)- A3% (1)
- B3% (1)
- C13% (4)
- D81% (25)
Community Discussion
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