IT195 Customer Service Skills for the Service Desk Professional - Chapter 3 - NO TRUE/FALSE

Most companies have policies for using ____ mode, a feature that prevents the ACD from routing a new inbound call to an analyst's extension before he or she is ready.

wrap-up

When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers.

best effort

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?

cold transfer

What kind of survey involves calling a customer and asking for feedback on an incident that the service desk recently solved?

event-driven survey

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support?

skills-based routing

Where are criteria for determining impact, urgency, and priority defined?

Service Level Agreements

Which is true of ACD systems?

They determine what calls an analyst receives

Which is true about unsupported products?

Analysts should exhibit a "can do" attitude when faced with unsupported product

When using an ACD, which state indicates that the analyst is ready to take calls?

available

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue?

warm transfer

According to a Help Desk Institute survey, what percentage of companies use voice mail to take after- hours calls?

49%

According to the 2009 Help Desk Institute survey, what percentage of its membership indicated that customers request services through the telephone?

98%

What does the acronym ACD stand for?

Automatic Call Distributor

Which is a benefit of CTI?

Facilitating fax server transmissions.

Which is appropriate when a customer asks to speak to an analyst who is unavailable?

Inform the customer that the analyst is unavailable and ask if you may help the customer.

Which is true about a VRU?

It allows the collection of a unique identifier and then verifies something about the customer.

____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance.

Monitoring

____ defines the relative importance of an incident and determines in which order incidents are handled.

Priority

Which is true about Voice over Internet Protocol (VoIP)?

VoIP does make it easy for companies to link local service desks and analysts working at home.

What is the service provided by a long distance phone company that identifies the telephone number of the person calling?

automatic number identification

What is the service provided by a local phone company that identifies the telephone number of the person calling?

caller identification

What kind of transfer is synonymous with a conference call?

hot transfer

ITIL defines ____ as the effect an incident is having on the business.

impact

What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period?

overall satisfaction survey

Which statement is correct?

Customers can perceive voice mail negatively if they are not given an idea of when the call will be returned.