3.6 Understand the functions of incident and request management
systems in communicating information
• Reporting:
o ticket-based:
– users log issue via ticket system or email
– digital support manually input details if user contacts
via telephone
– tracks issue trends
– records internal customer satisfaction
o online chat bots:
– artificial intelligence (AI) responds to commonly asked
questions
– efficient use of digital support resource.
• Recording requirements:
o user/customer details
o issue details
o resolution
o time taken.
• Tracking and communicating progress:
o visibility on status and escalation.
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