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Question 7 - 220-1102 discussion

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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?

A.
Have the user provide a callback phone number to be added to the ticket
Answers
A.
Have the user provide a callback phone number to be added to the ticket
B.
Assign the ticket to the department's power user
Answers
B.
Assign the ticket to the department's power user
C.
Register the ticket with a unique user identifier
Answers
C.
Register the ticket with a unique user identifier
D.
Provide the user with a unique ticket number that can be referenced on subsequent calls.
Answers
D.
Provide the user with a unique ticket number that can be referenced on subsequent calls.
Suggested answer: D

Explanation:

The technician should provide the user with a unique ticket number that can be referenced on subsequent calls to make sure the ticket is associated with the correct user. This is becauseregistering the ticket with a unique user identifier, having the user provide a callback phone number to be added to the ticket, or assigning the ticket to the department’s power user will not ensure that the ticket is associated with the correct user2.

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asked 02/10/2024
Daria Frutskaya
42 questions
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