What is the first step of the mitigation plan?

A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.

What is the first step of the mitigation plan?
A . Evaluate the availability of resources to work on the problem.
B . Engage a specialist to identity a technical solution or workaround.
C . Conduct an assessment of the business impact of the problem.
D . Establish a timeline of when a solution must be in place.

Answer: C