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Question 1 of 30
As a senior consultant specializing in ISO 27017 and ISO 10002 integration for cloud service providers, you are advising \"Nimbus Solutions,\" a rapidly growing SaaS company. Nimbus Solutions has experienced a surge in customer complaints regarding data security and service reliability. They seek to align their complaint handling process with ISO 10002:2018, specifically focusing on integrating risk management principles. Considering the context of cloud services, which of the following approaches would MOST effectively integrate risk assessment within Nimbus Solutions\' complaint handling process to address both the immediate complaints and prevent future occurrences, aligning with ISO 10002:2018 guidelines?
Establish a cross-functional team to identify potential risks arising from complaint trends, assess their likelihood and impact on data security and service reliability, and develop mitigation strategies integrated into the complaint resolution process, regularly reviewing their effectiveness through KPI monitoring and internal audits.
Primarily focus on resolving individual complaints by providing compensation and service credits to affected customers, while documenting the complaints for future reference without a structured risk assessment process, relying on existing security protocols to prevent recurrence.
Implement a new CRM system with automated complaint logging and categorization features, assuming that better data collection will automatically lead to improved risk identification and mitigation without specific risk assessment procedures.
Outsource the entire complaint handling process to a third-party provider specializing in customer service, transferring the responsibility for risk assessment and mitigation to the external entity without internal oversight or integration with Nimbus Solutions' security management system.

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