CCM Chapter 4 Review

What should you do if you want to send a customer detailed information via email without using an attachment?

Give specific detailed instructions using landmarks and etc.

List three reasons why analysts must learn to use and create knowledge bases.

Helps resolve complex incidents, don't have to wait on someone to solve the problem.

Why do you want to avoid capitalizing entire sentences in an email message?

An angry perception might be caused from capitalized text

Why is it important to carefully choose your words when communicating in writing?

Come across as educational

Name four users of the data entered in a ticket.

Customers, analyst, service provider, management

How are data and information different?

Data is set of raw facts that is not organized where information is organized in a meaningful way

What should you do if you are asked to write a type of report that you have never written before?

Find out how to format and content, ask to see a copy of the similar report, prepare an outline and ask for feedback, and be open to and ask for constructive feedback.

What are the keys to a successful service desk website?

Functionality and ease of use

You can send an instant message even if a recipient is not online. True or False? Explain your answer.

False. Instant messaging requires both parties to be online at the same time.

How is a data field different than a text field?

A data field is an element of a database record in which one piece of data is stored and a text field accepts free-form information.

What is a reusable resolution?

A generic resolution that does not contain specific details

What is a "living" document?

A service desk's analyst guide that is frequently updated that organizations maintain to make it more accessible and easier to revise.

What is a style guide?

A set of standards for designing and writing documents.

Why do most service desks currently limit IM interactions with customers? Explain your answer.

Doesn't provide incident management system. There can be security concerns in terms of the data transmitted.

Describe four ways that technology-delivered support services benefit the service desk.

Improve service desks services. Customers can use email or chat. Sites use social media channels. Minimizing cost of delivery

List four ways that companies can use email to communicate with customers.

Inform customers about the status of standing incidents and service requests. Conduct customer satisfaction surveys. Automatically acknowledge that a customer's email has been received, logged, and assigned a tracking number. Simultaneously inform mass customers about viruses or product changes or new release.

What do you need to know about your readers to communicate clearly?

Need to know theirs and your goal and state it clearly; skill and education level

Should you put the service desk's telephone number or your personal telephone number in your standard signature? Explain your answer.

No, use service desk's number and email address so customers won't contact you directly

List three techniques you can use to improve your technical writing skills.

Practice, reading books, and classes on technical writing skills, limited jargon, break up writing with lists and short sections

Name two things that customers need to know about a service desk's email policy.

Priority and time frame of the email request

What role does the web play in delivering support?

Provide customers with the ability to fill out forms, reset passwords, set up new customers

What role do technologies such as the telephone, IM, and chat play in delivering support?

Provide immediateness and the ability to interact with a human being. Use these technologies when they don't want to wait for a response

What role does email play in delivering support?

Provides the ability to send and receive detailed information. Customers use when they want to send information outside of support hours

Why is it important to check your grammar, punctuation, and spelling when sending an email message?

Quality of an email message constitutes a first impression.

What factors influence the amount of documentation that service desk analysts write?

Size of the service desk and the technology available

Describe five ways that companies such as hardware manufacturers and software publishers are enabling customers to help themselves.

Software publishers and application developers provide robust and interactive online help with their software and application programs that customers can then access and use to answer questions. Hardware manufacturers and software publishers also embed diagnostic software in their products that customers can use to troubleshoot.

What is the key to a well-written FAQ?

State both answer and question clearly and language that is appropriate to the audience

Explain how intranets and extranets are different than the Internet.

The Internet is a global collection of computer networks that are linked to provide worldwide access to information. An extranet is a web site that is accessed via the Internet, but that requires a password to gain entry to all or parts of the site. An intranet is a secured, privately maintained web site that serves employees and that can be accessed only by authorized personnel.

When should you define a technical term or acronym?

The first time you use it.

How do good writing and keyboarding skills benefit people working in a service desk?

They can quickly and easily capture needed data and make sure data is accurate and consistent

When should you use a numbered list?

When a sequence needs to be in a specific order.

List three benefits of having a standard format for resolutions.

Writing process easier. Visual learners can receive information better. Enhance usability.

Should you include all of the steps you have taken to diagnose an incident when creating a ticket? Explain your answer.

Yes because the next analyst can see how the incident was resolved and you can establish standards.

Template

a predefined item that can be used to quickly create a standard document or email message