CompTIA A+ 220-1102 Practice Question

To prioritize and route issues based on their severity and required expertise - This is correct. Escalation levels in a support ticketing system help ensure that issues are handled efficiently and effectively. Depending on the severity, complexity, or impact of an issue, it can be escalated to higher support tiers with specialized expertise to resolve the problem.

To create a history of all support interactions for auditing purposes - While maintaining a history of support interactions is important, it is not the primary purpose of establishing escalation levels. Ticket histories are managed by the system's tracking and logging features, not by escalation levels.

To automatically resolve all problems without human intervention - Escalation levels do not automatically resolve problems. Instead, they facilitate the manual or automated routing of tickets to the appropriate support personnel or team.

To assess the performance of the support team after an issue is resolved - While escalation data can be used to analyze team performance, assessing performance is not the primary purpose of escalation levels. The main goal is to ensure timely and accurate issue resolution.