Cisco Customer Success Manager (DTCSM) — Question 42

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

Answer options

• A. Evaluate the availability of resources to work on the problem.
• B. Engage a specialist to identify a technical solution or workaround.
• C. Conduct an assessment of the business impact of the problem.
• D. Establish a timeline of when a solution must be in place.

Correct answer: C

Explanation

The correct answer is C because understanding the business impact is crucial for prioritizing the response and justifying the resources needed for a solution. Options A, B, and D are important steps but should follow after assessing how the problem affects the business operations.