Avaya OneCloud CCaaS Fundamentals — Question 23

Under which condition is a Business Partner/Avaya Tier 2 not required to escalate to Avaya Tier 3?

Answer options

• A. when the customer issue is not service affecting
• B. when the Business Partner/Avaya Tier 2 have isolated issue and found a resolution
• C. when the issue for the customer is intermittent
• D. when the issue is a common one resolved through an upgrade

Correct answer: D

Explanation

The correct answer is D because common issues that can be resolved through an upgrade do not necessitate escalation to Tier 3. Options A, B, and C involve scenarios where escalation may still be required either due to service impact or unresolved issues.