If a Service Desk Analyst Is Unable to Resolve an Incident

Multiple Choice

If a service desk analyst is unable to resolve an incident, he or she should ____.

A) escalate the incident to the correct person and let that person log the ticket and communicate to the customer when updates will be given
B) enter the customer's name and contact information into the ticket, escalate the incident to the correct person, and let that person enter the incident information into the ticket
C) determine how quickly the incident needs to be resolved, escalate the incident to the correct person, and communicate to the customer when updates will be given
D) ask the customer if he or she will wait on hold while the service desk analyst finds someone who has the expertise to resolve the incident