Google Workspace Professional Administrator — Question 64

As the Workspace Administrator, you have been asked to enable the help desk team to share incoming support requests from end users. The help desk team has ten users who need to respond to support requests that are sent to a help desk email address. The users must be able to respond by email and assign ownership of tickets. Finally, the help desk team is highly mobile and will need to manage help desk tickets from their mobile devices. How would you provide this functionality for the help desk team?

Answer options

• A. Configure a Google Group as a collaborative inbox, and assign the required Groups permissions to the help desk team members.
• B. Create a help desk Workspace mail account, and set the help desk team as mail delegates to the help desk account.
• C. Create the help desk group as a Q&A Group, and add the "Manager" role to the help desk team users.
• D. In Google Drive, create a help desk request form, and give the help desk team the ability to view the inbound requests.

Correct answer: A

Explanation

The correct answer is A because configuring a Google Group as a collaborative inbox allows team members to respond to emails and manage ticket ownership efficiently. Option B is not ideal since mail delegation does not provide the same collaborative features. Option C does not offer the necessary functionality for managing support requests effectively, and option D lacks the ability for team members to directly manage ticket ownership and responses.