フリー問題

問題文

A first line agent at a municipal service desk cannot resolve a network fault. The agent needs deeper technical knowledge, not a management decision. Which action matches the situation?

選択肢

1. The agent applies hierarchical escalation because the documentation shows that the case needs senior management attention rather than deeper technical knowledge.
2. The agent applies customer escalation because the documentation shows that the case needs formal complaint handling rather than routine technical triage.
3. The agent applies functional escalation because the documentation shows that the case needs specialist technical knowledge rather than extra decision authority.
4. The agent applies supplier escalation because the documentation shows that the case needs external contractual leverage rather than internal capability development.