Exam 220-1102 topic 1 question 140 discussion

There's just no way it's A. Sure, you can have a database where everyone can search up help for themselves, but as a guy who is currently working as a Tech Support Rep, the number of dumb callers who can't read a support portal is astounding. Also, if you want to manage requests, just have a ticketing system. A support portal will maybe lessen the number of requests, but there is no way that it helps in managing those requests.

The best solution for the department is B. Creating a Ticketing System. A ticketing system is a comprehensive tool for managing the volume of requests that come in, allowing for assignments, tracking, and updates. It also allows for the department to track the progress of requests and prioritize their workload. With a ticketing system, the department can ensure that no requests go unanswered and that requests are serviced in an efficient and timely manner. The other solutions are not as comprehensive and do not provide the same level of management and tracking that a ticketing system does.

The answer is B, A ticketing system helps efficiently track, manage, and prioritize requests. It organizes incoming issues, assigns them to appropriate staff, and provides visibility on their status. This solution scales better as the service desk grows and handles more requests.

Problem is the volume of requests. Ticketing system will do nothing about the volume of requests. Support portal will allow some people to help themselves and not need to contact the service desk.

Reducing volume means user guidance without any action from IT.

The hidden question here is "How do you cut back on the amount of service requests?" The answer is the Service Portal, preventing so many tickets from coming in.

Creating a ticketing system does not reduce the amount of requests. It just organizes them appropriately where a tech will service them in the order they were received... The correct answer is A because a support portal contains self help tools, and FAQ documents that customers can use to help solve their own issues by themselves.

Idk how but ChatGPT said it's A

I agree with A.

A. Implementing a support portal Explanation: Implementing a support portal is a comprehensive solution for managing the volume of requests at a service desk. A support portal provides a centralized platform where users can submit and track their requests, access self-help resources, and find relevant information. It streamlines the request management process, making it more efficient and organized. While creating a ticketing system and submitting tickets through email are components of a support portal, a dedicated support portal often includes additional features, such as knowledge bases, FAQs, and user forums. These features empower users to find solutions independently and reduce the workload on the service desk. Automated callback systems may help with communication but may not address the root cause of the volume issue. ChatGPT source

I confirmed its A guys.

Hass to be B

Ticketing system is in this case.

You can open a case/help ticket using a support portal. Ticketing systems require a support portal.

A ticketing system allows service desk staff to track, prioritize, and manage incoming requests in an organized and efficient manner. This can help the department handle a high volume of requests and ensure that each request is addressed in a timely and effective manner.

B. Creating a ticketing system: A ticketing system is a support tool that helps track, manage, organize, and prioritize customer requests. A ticketing system can provide features such as automatic ticket creation, intelligent routing, status tracking, reporting, and analytics. A ticketing system can also integrate with other tools such as chatbots, self-service portals, call center automation, and email to provide omnichannel support. A ticketing system can improve customer satisfaction, reduce response time, increase efficiency, and streamline workflows1. The other solutions are not suitable for this task because: A. Implementing a support portal: A support portal is a website or an app that provides customers with information and resources to help them solve their issues. A support portal can include FAQs, knowledge base articles, forums, videos, and other content. A support portal can reduce the number of requests by enabling customers to find answers themselves, but it does not help manage the requests that still come in

I think the important part to focus on is "volume". A ticketing system might make it more organized but it doesn't cut down on the volume. Even if you don't believe in a support portal, I would argue for testing purposes that A would seem like what Comptia is looking for.