Question

A retail company's service desk receives a spike of similar complaints about a slow checkout system every Friday afternoon. Individual agents resolve each call quickly, but the pattern goes unnoticed by other teams. Which action best demonstrates the additional value the service desk should provide beyond simply logging and resolving each contact?

Accepted Answer

Capture and communicate the recurring pattern and business impact to problem management and other stakeholders

Answer

Escalate every Friday call directly to the change enablement practice for an emergency change

Answer

Instruct agents to close the tickets faster to improve first-contact resolution metrics

Answer

Redirect all affected users to a self-service knowledge article and stop logging the calls