Exam 220-1102 topic 1 question 17 discussion

Giving the user a ticket number, while helpful to them, would do nothing to correctly associate that ticket with the user in the system. The answer should be C, as it will actually associate the ticket in a formal way.

"One of the first things you're going to see is information about the user. When a user contacts the support desk, they may do that by phone, email, or chat,or by submitting a ticket through an online portal. In any of these cases that user has to be associated with that ticket, so they're going to be associated with a given user account or user record. This may be based on their phone number, their email, their first name, their last name, their employee ID, or some other piece of identifying information. Whenever a new ticket is created it's going to be tied back to that user, and that way you could see a history of everything that user has ever had issues with, so you can better support them." -Jason Dion The answer is C.

unique ID is best

comptia would say D

The logical & correct answer should be C. But as per official A+ resource material answer is D. "A unique job ticket ID is generated, and an agent is assigned to the ticket. The ticket will also need to capture some basic details such as User information & Device information."

it allows for controlled incremental troubleshooting minimizing the risk of accidental system changes

C. Register the ticket with a unique user identifier would be the best practice for the technician to use to make sure the ticket is associated with the correct user. This unique user identifier could be the user's name, employee ID number, or other unique identifier that the organization uses. Having the user provide a callback phone number could help with follow-up communication, but may not be enough to ensure that the ticket is associated with the correct user. Assigning the ticket to the department's power user or providing the user with a unique ticket number that can be referenced on subsequent calls may not be helpful in ensuring that the ticket is associated with the correct user.

just a logic option

The key word here is "associated with". If they gave them the ticket number they can check up on it yes but this would not help the problem being associated with that specific person

Unique ticket number should be the correct answer , is easier to find and helpful for future use

ANSWER IS C

Both options C and D could effectively ensure that the ticket is associated with the correct user. However, option D specifically mentions providing the user with a unique ticket number for future reference, which may offer more clarity and ease of communication for both the user and the technician. Therefore, option D may be considered slightly more comprehensive in terms of ensuring accurate ticket association and facilitating subsequent communication. D

D unique ticket number not unique user number unique ticket number will identify it as a new ticket. New ticket will have all the information (assumingly) This kind of silly questions with missing information is annoying

D. Provide the user with a unique ticket number that can be referenced on subsequent calls. Providing the user with a unique ticket number allows for clear and unambiguous reference to the specific issue they reported. This ticket number can be used by both the technician and the user to track the progress of the issue, provide updates, and ensure that any follow-up calls or inquiries are related to the same problem. It also helps in maintaining a record of the issue for documentation and tracking purposes.

Every incident should have a ticket opened. The ticket is associated with the user who is having the issue.

I work in a factory. Alecerytime I need it assistance, I go on the portal and follow a process to raise my needs and a Request For Change. Since there the It department will open a Ticket with a unique number. That is that simple. Nothing more. No number is assigned to me. Just tickets. The ticket will be open until my acceptance of problem solved.

Option C can be correct if the same user had multiple tickets beforehand we create a new ticket for her. However, it is not the case here (not explained). Unique ticket is automatically generated by the ticketing system unless you use 1900s ticketing system. To make sure that the ticket is associated with the correct user, you simply provide them with the ticket number generated and whichever technician deals with the client next time can simply ask for the ticket number and look at his/her details.