Final answer:
The multi-level support model aims to resolve most support incidents at the first level of support, also known as frontline or tier 1 support. Issues that cannot be handled at the first level are escalated to higher levels for resolution by more specialized personnel. This strategy optimizes resource use and enhances customer satisfaction. The option (A) is correct.
Step-by-step explanation:
The goal of the multi-level support model is to handle most support incidents at The first level of support. This approach allows for the efficient resolution of common issues and ensures that more complex problems are escalated to higher levels of expertise only when necessary. At the first level, also known as frontline support or tier 1 support, support personnel handle the majority of customer inquiries, including straightforward technical problems, user issues, and frequently asked questions. The multi-level support strategy emphasizes that the initial point of contact should resolve as many incidents as possible to optimize resource utilization and improve overall customer satisfaction.
When an incident cannot be resolved at the first level, it is escalated to the second level of support, the third level, or eventually to the final level, with each subsequent level having more specialized knowledge and resources. This hierarchical structure ensures that support incidents are dealt with most efficiently by appropriately skilled personnel. Therefore, option (A) is correct.
This question is not complete, Here I am attaching the complete question:
The goal of the multi-level support model is to handle most support incidents at ____.
A) The first level of support
B) The second level of support
C) The third level of support
D) The final level of support