Help Desk Software Help Desk Basic Procedures 3

Question 1

Which type of SLA defines the response and resolution times based on the severity or priority of an incident?

Accepted Answer

Priority-based SLA

Answer

Priority-based SLAs tie response and resolution targets directly to the impact and urgency level of each incident.

Question 2

When documenting a resolved ticket, what information is most critical to include for future reference?

Accepted Answer

The exact steps taken to resolve the issue and the root cause

Answer

Documenting root cause and resolution steps enables faster resolution of similar issues in the future.

Question 3

A user submits a ticket through the self-service portal but then calls the help desk about the same issue. What should the agent do?

Accepted Answer

Find the existing ticket and update it rather than creating a duplicate

Answer

Linking or updating the existing ticket prevents duplicate records and maintains a clear history of the issue.

Question 4

What is the main difference between an 'incident' and a 'service request' in ITIL-aligned help desks?

Accepted Answer

An incident is an unplanned disruption; a service request is a formal user demand for something new

Answer

ITIL defines incidents as unplanned interruptions and service requests as pre-approved user demands like password resets.

Question 5

Why should help desk agents avoid using technical jargon when communicating with end users?

Accepted Answer

Jargon may confuse users and slow down troubleshooting

Answer

Plain language ensures the user understands instructions and can follow steps without confusion.

Help Desk Software Practice Test