Question

A script to handle a support incident has ____.

a. a single sequence of questions and dialog from beginning to end
b. a sequence of questions with one decision point
c. several sequences of questions with multiple decision points or paths
d. none of the above

Answer 1

A script for handling a support incident has several sequences of questions with multiple decision points or paths to accommodate the various types of incidents.

Step-by-step explanation:

A script to handle a support incident typically has several sequences of questions with multiple decision points or paths. This approach allows the support personnel to navigate through a complex decision tree, where each response can lead to different follow-up questions and actions. This flexibility is necessary because support incidents can vary widely in terms of their nature and complexity. Each path in the script is designed to lead to the resolution of a specific type of incident, and the decision points help to guide the support representative through the troubleshooting process efficiently.