Ref 5.2.5
There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents.
5.2.5 /pg. 123
There should be a formal process for logging and managing incidents. This process does not usually include detailed procedures for how to diagnose, investigate, and resolve incidents, but can provide techniques for making investigation and diagnosis more efficient. There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents. Investigation of more complicated incidents often requires knowledge and expertise, rather than procedural steps.
I m not sure whether A is right or else but B,C & D are definitely not fit the requirement
upvoted 2 times
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