Which term describes the process of moving an incident to a more appropriate specialist?

Functional escalation refers to the process of transferring an incident or issue from a general support representative to a specialist or technician who has the specific expertise or higher-level skills required to resolve that particular problem. This ensures that users receive the best possible support tailored to their specific needs by engaging the most qualified personnel.

In many help desk scenarios, initial support staff may not have the specialized knowledge necessary to address certain complex issues. Therefore, functional escalation is vital for maintaining service quality and ensuring that incidents are resolved efficiently and effectively. When a ticket is escalated functionally, it is directed to the right team or individual who possesses the requisite skills and knowledge, leading to improved resolution times and enhanced customer satisfaction.

Other options, while relevant in the broader context of incident management, do not directly pertain to moving an incident to a specialist. For example, hierarchical escalation usually involves raising the incident to a higher level of management when higher authority or resources are needed, rather than simply moving it to a specialist. First Contact Resolution focuses on resolving incidents during the first interaction with the support team, and framework refers to guidelines or systems in which support practices are organized but does not describe the escalation process itself.