PeopleCert Exam ITIL-DSV Topic 2 Question 8 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 8
Topic #: 2

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

AEstablishing omnichannel communications

BAutomating the logging of user emails

CProviding multichannel support

DProviding a self-service portal

Show Suggested Answer

Suggested Answer: A

The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by 'Establishing omnichannel communications.' ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.

by James at Sep 16, 2024, 01:38 AM

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2 months ago

Omnichannel communications seem like the way to go. That would allow users to switch between channels seamlessly and ensure consistent information is captured.

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