Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?

Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?
A . Acknowledge and record the user query
B . Informal ion packaging
C . Triage the user query and inmate the appropriate activities
D . Validate the user query

Answer: C

Explanation:

In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams. Acknowledging and recording the query is an important step but does not lead directly to resolution. Information packaging typically refers to preparing information for the user, often following resolution.

Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.