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What is the effect of increased automation on the 'service desk1 practice?

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What is the effect of increased automation on the 'service desk1 practice?

A.

Increased ability to focus on fixing technology instead of supporting people

B.

Greater ability to focus on customer experience when personal contact is needed

C.

Elimination of the need to escalate incidents to support teams

D.

Decrease in self-service incident logging and resolution

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