The number of tickets the help desk has been receiving has increased recently due to numerous false-positive phishing reports. Which of the following would be best to help to reduce the false…

Question

Options

• APerforming more phishing simulation campaigns
• BImproving security awareness training
• CHiring more help desk staff
• DImplementing an incident reporting web page

• A
  8% (4)
• B
  84% (42)
• C
  6% (3)
• D
  2% (1)

Explanation

Improving security awareness training (B) directly addresses the root cause: users lack the knowledge to accurately distinguish real phishing emails from legitimate ones. Better training teaches employees what phishing actually looks like, reducing the volume of incorrect reports.

Why the distractors fail:

• (A) More phishing simulations would generate more tickets in the short term, not fewer - simulations measure awareness but don't teach recognition skills on their own.
• (C) Hiring more help desk staff manages the symptom (ticket volume) without fixing the underlying problem (user misidentification).
• (D) An incident reporting web page makes it easier to report, which would likely increase ticket volume, not reduce false positives.

Memory tip: Think "false positives = false knowledge." When users incorrectly identify threats, the fix is always education - awareness training fills the knowledge gap that causes the misidentification in the first place.

No community discussion yet for this question.