TroubleshootingCâu 84 / 100
What does it mean to 'escalate' a support ticket?
a.To delete the ticket
b.To close the ticket without resolution
c.To make the customer angry
d.To pass the issue to a higher tier or specialist when it is beyond your scope
Giải thích
Escalation means transferring an issue to a more specialized or higher-level support team when it exceeds your knowledge, permissions, or time constraints. Knowing when and how to escalate ensures the customer gets timely, competent help. Good documentation makes escalation smoother.
Luyện miễn phí toàn bộ 100 câu hỏi — không cần đăng ký.
Câu hỏi liên quan cùng chủ đề
- What is a good first step in a structured troubleshooting methodology?
- Why is asking open-ended questions helpful when troubleshooting a user's issue?
- In troubleshooting, why is it useful to change only one variable at a time?
- Why is documenting the steps taken and the resolution important after solving a problem?
- A user reports their computer will not turn on at all. What is a sensible first thing to check?
- What is the value of empathy when providing customer support?
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