Call Center Mangement Test 2

After diagnosing an incident and indentifying the correct probably source, ___ might be included in developing a course of action

All of the above

Why are clearly defined and documented processes and procedures critical to handling incidents and problems?

All of the above

Why are knowledge management systemes beneficial to service desk analysts.

All of the avoe.

Which is true?

Both B & C

One best practice to follow when improving your writing skills is to always use the passive voice.

False

The challenge with keyoword searching that keywords must be indexed to be located and an exact match must be found.

False

Good writing skills are no more important for service desk analyst today than they were ten years ago

Flase

What does "letting a customer vent" mean?

Let the customer state any points he has written down.

Which is true about using checklists to help diagnose incidents?

Level two or three analysts may assit with or actually develop checklists for service desk analysts.

In which step in the incident management process is an incident categorized and assigned a priority?

Logging

During incident resolutions, when is management notification appropriate?

When the required resources are not available to determine or implement a solution

Symbols, such as smiley faces or frowning faces, used to convey feelings, are called emoticons and should be used sparingly and appropriately

True

The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction

True

In the incident management proccess, __, such as "When will my equipment arrive?", are typically handled by the service desk.

Inquiries

Which is a factor that is causing companies to look more closely at using chat to communicate wi th customers?

All of the above

Which is a self service typically offered via a web site

All of the above

The ____ is the most basic reason for an undesirable conidtion

root cause

Which is an example of a technology used to enable self service for customers?

using web technology to order a product

Which calming technique also helps you keep up your energy and retain a positive attitude?

taking deepbreath

Typically, what does the right side of the brain handle?

Vercsatility

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution?

Decision Trees

Who is responsible for maintaining a knowledge management system

IT Department

Best practice frameworks such as ____ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations.

ITIL

A(n)____ is a web site that cannot be accessed by the general public.

Intranet

The objevtive of ______ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occuring.

Problem management

Which is comparable to the practice of "counting to three" before you speak?

Sipping Water

Some organizations adopt a commercially available ______ which provides guidance on topics such as punctuation and grammar usage

Style guid

Which is included in both a detailed and a short incident description?

The actual results a customer is experiencing

A blog is an effective way for a service desk to engage with its customers and to establish a social media presence.

True

___ is a uniquely human characteristic and generally deals with the future.

Wisdom

Which is the first step when handling difficult customer situations

get focused

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations?

requirements report

What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline?

Acknowledge that the customer is upset

Today, service desk analysts are relied upon to do what?

Capture data neccesary to create accurate and useful info.

A good resolution should describe things to attempt when diagnosing incidents or responding to inquires

False

A simulation system is a technology that enables an analyst to view and take control of connected device in order to perform tasks such as troubleshooting incidents, transferring files, and providing training.

False

Incident ownership typically means that an analyst must develop and implement to solutions to all the incidents they own.

False

One of the advantages of a knowledge-centered support is that knowledge is made available to the support organization immediately in draft form, enabling knowledge to be available when it is needed most.

False

To understand customer behavior, you must strive to sympathize with what customers are experiencing.

False

Trend forecasting is a methodical way of determining and, when possible, forecasting, service trends

False

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of __________?

Follow through

A good service desk motto to remember is, "Keep the customer informed, keep the customer!"

True

Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully

True

One of the benefits of asking customers questions when trying to diagnose an incident is that you will gain insight about the customer's skill level.

True

When trying to provide good customer service, it is important to remember that even bad news is better than no news at all.

True

Whether you are left or right brained, you must still be able to maintain control of your ability to think logically

True