CISC 362 midtearm

One tip mentioned in the active listening portion of this chapter is analysts using ___ to diagnose incidents and methodically identify solutions.

Checklists

In I.T.I.L., which of the following is an example of a service request?

A standard change

Historically, service desks have been ___ centers, in which the budget items required to run the service desk are considered and expense to the company.

Cost

Which is true? a. Most IT service desks strive to resolve 50% of reported incidents at the first point of contact. b. Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved and that the customer is satisfied with the resolution. c. To be successful, IT service desks should have three levels of support. d. If an IT service desk analyst takes ownership of an incident, he is committing to resolving the incident within the expected time frame.

b.Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved and that the customer is satisfied with the resolution.

If you are unsure whether a customer understands what you have just said, how should you proceed?

Ask the customer if he would like to repeat what you have said.

Which are used by many Web sites to identify users and track their preferences?

Cookies

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

Intranet

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

Knowledge

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

hyperlink

Studies indicate that we ignore, forget, distort, or misunderstand ___ percent of what we hear.

75%

What is a service desk?

A single point of contact within a company for managing customer incidents and service requests.

What does the acronym ACD stand for?

Automatic Call Distributor

Which type of support includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training?

Customer support

Results that customers consider reasonable or due to them are called ___.

Expectations

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

What kind of transfer is synonymous with a conference call?

Hot transfer

If a customer is very angry, an analyst should ___.

Let him vent, use a verbal nod of the need to indicate he is listening, refrain from interrupting him

What is the most common way to build rapport with a customer?

Listen for the customer's name and use it respectfully during the remainder of your conversation.

___ is/are consistently cited as the most important skill(s) for a support person.

Listening

What is the most expensive component of a service desk?

People

Incident management, problem management, request fulfillment, and access management are examples of ____.

Processes

What is paraphrasing?

Restating information using slightly different words.

I.T.I.L. considers the _____ responsible for handling services requests and communications with customers.

Service desk

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

Skill-based routing

The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is know as____?

Technical support

Why are knowledge management systems beneficial to service desk analysts?

They help improve analysts' problem-solving skills.

Which term refers to the perceived worth, usefulness, of importance of a product or service to the customer?

Value

When is it appropriate to interrupt a customer?

When he is being abusive.

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

Wisdom

E-mail is typically used to do which of the following? a. Conduct satisfaction surveys. b. Automatically create trend reports. Provide a knowledge base for customers. d. All of the above.

a. Conduct satisfaction surveys.

Which statement is correct? a. Customers can perceive voice mail negatively if they are not given an idea of when the call will be returned. b. Voice mail requests are typically logged in a separate system than regular phone calls are. c. Rather than call a customer twice, analysts should wait to acknowledge a voice mail until the incident is resolved. d. All of the above.

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

___ defines the relative importance of an incident and determines in which order incidents are handled. a. Priority b. Severity c. Urgency d. Impact

a. Priority

Which is true about a VRU? a. It can provide the analyst with a history of the caller's previous incident. b. It allows the collection of a unique identifier and then verifies something about the customer. c. It enables screen pop d. Both A and B

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

When using an ACD, which state indicates that the analyst is ready to take calls? a. ready b. available c. idle d. wrap-up

b. available

Which concept does "Listening is not waiting for your turn to talk" explain?

jumping ahead.

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

Which is a benefit of active listening? a. Assisting an analyst in downplaying the urgency of the incident. b. Enabling an analyst to address the customer's emotions. c. Helping an analyst to keep the conversion on track. d. Both b and c.

d. Both b and c.

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

d. warm transfer

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ___.

third ear syndrome.

In I.T.I.L., which of the following is an example of an incident?

An error message

Where would you find IT asset information and be able to link it to related incidents, problems, and changes?

Incident management system

Who is responsible for maintaining a knowledge management system? a. a knowledge engineer b. a database administrator c. a technical writer d. a resolution writer

a. a knowledge engineer

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

automatic number identification

Which is true of online chat and IM? a. they are expensive b. they are instantaneous. c. they are difficult to use. d. All of the above.

b. they are instantaneous.

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

best effort

Which is a self-service typically offered via a Web site? a. A solutions database that customers may use to solve incidents on their own. b. Online forms to submit incidents and service requests. c. A link to live text chats with service desk analysts. d. All of the above

d. All of the above

Which is a factor that is causing companies to look more closely at using chat to communicate with customers? a. Reducing the overall cost of delivering support. b. increasing the efficiency of analysts through the use of simultaneous chat sessions. c. satisfying and retaining customers who demand alternatives to the phone. d. All of the above.

d. All of the above.

Which is an example of active listening? a. Verifying that you understand the speaker. b. Paying attention to what is being said and how it is being said. c. Not asking the speaker questions. d. Both A and B.

d. Both a and b.

Which of the following is true? a. Resist the temptations about customers' skill levels based on their use of jargon acronyms, and terminology. b. If a customer is angry or highly agitated, an analyst should try to ask probing questions prior to letting the customer vent. c. Technical service desk analysts need to understand the technology they work with, not the business language that customers use. d. All of the above.

a. Resist the temptations about customers' skill levels based on their use of jargon acronyms, and terminology.

Which is true about unsupported products? a. Typically, service desk retain ownership of incidents relating to unsupported products. b. As long as analysts are familiar with unsupported products, they should try to help the customers with these products. c. Analysts should exhibit a "can do" attitude when faced with unsupported product questions. d. Both A and C

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

Which is an example of good listening? a. Asking questions that are too basic for the customer's skill level. b. Using acronyms with new customers. c. Learning the customer's business language. d. Both A and B

c. Learning the customer's business language.

Which is appropriate when a customer asks to speak to an analyst who is unavailable? a. Ask for the customer's name and then politely explain that the analyst is unavailable. b. Inform the customer's that the analyst is meeting with his supervisor about a project he is working on. c. Tell the customer that the analyst is meeting with his supervisor about a project he is working on. d. Inform the customer that the analyst is unavailable and ask if you may help the customer.

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

Which is true about VoIP a. Because of the large expense of VoIP newer call centers and service desk are often reluctant to be VoIP only. b. A challenge to using VoIP is that typically the existing data network cannot be used to route calls, so there are fees to upgrade. c. Since VoIP systems don't enable many of the computer telephony integration features, service organizations typically need to keep their original phone systems. d. VoIP does make it easy for companies to link local service desk and analysts working at home.

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

Which is a primary characteristic of a world class company?

It achieves and sustains high levels of customer satisfaction.

Which is an example of passive listening? a. Waiting for the speaker to finish before you answer. b. Responding to the speaker. c. Simply taking in information and showing little regard for the speaker. d. Asking the speaker questions.

c. Simply taking in information and showing little regard for the speaker.

Which is an example of a technology used to enable self-service from customers? a. Using an ACD to assign a call to the next available analyst. b. Using SBR to route the call the appropriate analyst. c. Using Web technology to order a product. d. Both a and B.

c. Using Web technology to order a product.

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

Caller Identification

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

c. cold transfer

Which of the following works well from entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution? a. fuzzy logic. b. CBR. c. decision trees. d. QBE.

c. decision trees

IN which instance will customers most likely use IM technology? a. For non-critical problems. b. When they want to receive detailed information. c. When they want to obtain answers to FAQs. d. When they have questions that need to be answered before they order a new product.

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