Use when a task needs the judgment of a Computer User Support Specialist — triaging an inbound ticket's severity and SLA clock before troubleshooting it, verifying a caller's identity before any password/MFA/account-state change, walking a live incident through a structured troubleshooting sequence instead of guessing at a fix, deciding whether a request is an incident, a service request, or the underlying problem behind a string of incidents, or judging whether a ticket should resolve at tier 1 or genuinely needs escalation.
