Q: Consider the following scenario:
The help desk receives a call from a customer/user with the following problem: “I’m unable to log-in to my account.” Select the best ticket documentation from the following:
or
Q: Think about the following situation:
A user or client calls the help desk with the following issue: “I can’t get in to my account.” From the following, choose the best ticket documentation:
- The user reported the error, “I’m unable to log-in to my account”. After confirming the user was typing the username and password correctly, I found out that the user password had expired. I sent the reset link to the customer to generate a new password.
- User can not log-in to their account.
- Close.
- I sent the reset link to the customer to generate a new password.
Explanation: An error message that said, “I am unable to log in to my account,” was reported by the user. It was only after I had verified that the user was entering the username and password properly that I discovered that the user’s password had become invalid. I sent the client the link to reset their password so that they may establish a new one. The documentation gives a clear and complete explanation of the problem, the procedures taken to identify the issue, and the solution that was applied. This documentation is necessary for successful tracking and future reference.
