IPPS-A DL HR Professional / Payroll Specialist Practice Exam

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A self-service case in IPPS-A Help Center may be closed when it was submitted due to:

Approval from supervisor
A resolution being received
Incompletion of the case
Technical difficulties

The correct answer is: A resolution being received

The correct reasoning behind selecting the resolution being received as the basis for closing a self-service case in the IPPS-A Help Center lies in the core function of a support system. Once a user submits a case, they are often seeking assistance or resolution to an issue they are experiencing. Therefore, the closure of the case typically hinges on the delivery of a satisfactory solution to the user. In this context, when a resolution is received by the user, it indicates that the issue they reported has been adequately addressed. This completion allows the case to be marked as closed, as the primary objective—which is resolving the user's concern—has been fulfilled. In contrast, while approval from a supervisor may be an integral part of some processes, it does not inherently resolve the issue being reported. Likewise, incompletion of the case would typically mean it remains open for further action, and technical difficulties would prevent effective resolution and thus not justify closure. Understanding this distinction highlights the importance of achieving resolution in the case management process.