Question

A retail company's service desk is overwhelmed with repetitive queries about how to reset multi-factor authentication. The service desk manager wants to reduce agent workload while keeping users satisfied. Which action best reflects an effective service desk approach for this situation?

Accepted Answer

Create clear self-help knowledge articles and a guided self-service option so users can resolve MFA resets without contacting an agent

Answer

Reclassify all MFA reset queries as problems and hand them to the problem management team for root cause analysis

Answer

Instruct agents to stop logging MFA reset contacts to reduce the number of tickets recorded

Answer

Escalate every MFA reset request directly to the security team as an emergency change