IT195 Customer Service Skills for the Service Desk Professional - Chapter 4 - NO TRUE/FALSE

In which instance will customers most likely use IM technology?

When they have questions that need to be answered before they order a new product.

Which of the following uses everyday language to ask users questions and interpret their answers?

CBR

____ is the application of information along with people's experiences, ideas, and judgments.

Knowledge

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

Reducing the overall cost of delivering support. Increasing the efficiency of analysts through the use of simultaneous chat sessions. Satisfying and retaining customers who demand alternatives to the phone.

Which is true of online chat and IM?

They are instantaneous

Why are knowledge management systems beneficial to service desk analysts?

They help improve analysts' problem-solving skills. They improve the consistency of resolutions. They reduce the number of escalations to the second level.

Which is true?

Try to strengthen the impact of your writing by saying how good, how bad, or how fast something is, instead of just saying that something is good, bad, or fast.

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

Using Web technology to order a product.

E-mail is typically used to do which of the following?

Conduct satisfaction surveys

Which type of narrative is commonly used in technical writing?

third-person

What is a form?

A predefined document that contains text or graphics users cannot change and areas in which users enter data.

What is a template?

A predefined item that can be used to quickly create a standard document or e-mail message.

Which is a self-service typically offered via a Web site?

A solutions database that customers may use to solve incidents on their own. Online forms to submit incidents and service requests. A link to live text chats with service desk analysts.

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

Develop procedures that can be used by customers.

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

Wisdom

Who is responsible for maintaining a knowledge management system?

a knowledge engineer

A ____ is software used to manage the content of a Web site.

content management system

Which is correct when writing e-mails to customers?

Use a meaningful subject line

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

A(n) ____ is a Web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site.

extranet

Clicking what might open a pop-up window with a definition, instructions, or a still picture?

hyperlink

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

intranet

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____.

one-to-many relationship

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

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

style guide