When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?
When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?
To ensure that the ticket is associated with the correct user, the technician should register the ticket with a unique user identifier. This unique identifier could be the user's name, email, employee ID, or any other identifier unique to the user within the organization. This practice directly ties the ticket to the user by using pre-existing identifying information, thereby ensuring accurate and unambiguous association.
Giving the user a ticket number, while helpful to them, would do nothing to correctly associate that ticket with the user in the system. The answer should be C, as it will actually associate the ticket in a formal way.
This question was on my exam and I did not get anything wrong in this objective, so C is the right answer.
You're positive about this?
Yes. I only missed in a couple of objectives and this was definitely not one of them.
did you get some of these questions in your exam beside this one ? Thank you so much
"One of the first things you're going to see is information about the user. When a user contacts the support desk, they may do that by phone, email, or chat,or by submitting a ticket through an online portal. In any of these cases that user has to be associated with that ticket, so they're going to be associated with a given user account or user record. This may be based on their phone number, their email, their first name, their last name, their employee ID, or some other piece of identifying information. Whenever a new ticket is created it's going to be tied back to that user, and that way you could see a history of everything that user has ever had issues with, so you can better support them." -Jason Dion The answer is C.
Option C can be correct if the same user had multiple tickets beforehand we create a new ticket for her. However, it is not the case here (not explained). Unique ticket is automatically generated by the ticketing system unless you use 1900s ticketing system. To make sure that the ticket is associated with the correct user, you simply provide them with the ticket number generated and whichever technician deals with the client next time can simply ask for the ticket number and look at his/her details.
D unique ticket number not unique user number unique ticket number will identify it as a new ticket. New ticket will have all the information (assumingly) This kind of silly questions with missing information is annoying
Reponse la D sa ta
I used to work at a network operations center and we used option D. C doesn't really make sense alone, because usually they would just be identified by their name or other provided credentials. Ticket number would be the best as its also tied with their name & credentials.
C. Register the ticket with a unique user identifier would be the best practice for the technician to use to make sure the ticket is associated with the correct user. This unique user identifier could be the user's name, employee ID number, or other unique identifier that the organization uses. Having the user provide a callback phone number could help with follow-up communication, but may not be enough to ensure that the ticket is associated with the correct user. Assigning the ticket to the department's power user or providing the user with a unique ticket number that can be referenced on subsequent calls may not be helpful in ensuring that the ticket is associated with the correct user.
D. Provide the user with a unique ticket number that can be referenced on subsequent calls. Providing the user with a unique ticket number allows for clear and unambiguous reference to the specific issue they reported. This ticket number can be used by both the technician and the user to track the progress of the issue, provide updates, and ensure that any follow-up calls or inquiries are related to the same problem. It also helps in maintaining a record of the issue for documentation and tracking purposes.
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C wouldn't be correct because you can already look up the user by email and phone number in a normal environment.
Well exactly, a phone number or email address would count as a "unique user identifier". C is correct, it was on my exam and I know from my results that I couldn't have gotten it wrong.
I think the answer is D. If it was C, there could be more than one ticket under that person's identifier. A support ticket number would take the support technician and customer straight to the problem being worked on.
For the purposes of this question it doesn't matter if there is more than one ticket under a user identifier, it is simply asking how to associate a ticket with the correct user.
I work in a factory. Alecerytime I need it assistance, I go on the portal and follow a process to raise my needs and a Request For Change. Since there the It department will open a Ticket with a unique number. That is that simple. Nothing more. No number is assigned to me. Just tickets. The ticket will be open until my acceptance of problem solved.
Every incident should have a ticket opened. The ticket is associated with the user who is having the issue.
so which answer do we have more vote on? C or D? and can someone plz explain, thank you so much.
Both options C and D could effectively ensure that the ticket is associated with the correct user. However, option D specifically mentions providing the user with a unique ticket number for future reference, which may offer more clarity and ease of communication for both the user and the technician. Therefore, option D may be considered slightly more comprehensive in terms of ensuring accurate ticket association and facilitating subsequent communication. D
I see your perspective; but I disagree with your thought process. I believe that D is dependent on C being done. I believe the answer is C because you can't do D without C being done first. You can't give a unique ticket ID to a customer without first generating the unique ticket ID.
ANSWER IS C