Free CompTIA DA0-002 Actual Exam Questions - Question 12 Discussion
[Data Analysis]
Software end users are happy with the quality of product support provided. However, they frequently raise concerns about the long wait time for resolutions. An IT manager wants to improve the current support process. Which of the following should the manager use for this review?
Maybe B. KPIs are designed to measure things like wait times directly, so they’d give clear data on where delays happen without needing to guess from surveys or visuals.
Maybe A, visuals can quickly reveal where delays happen in the support process.
A imo, an infographic could visually highlight the timeline and problem areas in the support process, making it easier to spot delays and communicate issues to the team quickly.
C, because users’ direct feedback pinpoints real delay causes beyond just numbers.
Probably B here too, since KPIs give measurable data on wait times and resolution speed, making it easier to spot bottlenecks and track improvements over time.
C imo, since directly surveying users can highlight not just wait times but also why delays happen, giving clearer insights to improve the process.
Maybe B, since tracking average resolution time as a KPI directly targets the wait issue.
Good point on KPIs for tracking wait times. I'd add that a survey (C) could give direct user feedback about specific pain points, which might reveal why the delays happen.
B, KPI seems best to track resolution wait times here.