Question

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

a. the support agent will research the question and get back to the user
b. the support agent doesn't know and nobody else does either
c. the question isn't as important as other questions
d. to call back later when a different agent is available

Answer 1

A good incident management strategy is for the support agent to tell the user that they will research the question and get back to them.

Step-by-step explanation:

A good incident management strategy for a support agent who doesn't know the answer to a question is to tell the user that the agent will research the question and get back to the user. This shows the support agent's commitment to resolving the issue and ensures that accurate information is provided. The agent can then investigate the question further, seek help from colleagues or supervisors, and follow up with the user once they have a solution or more information.