call center test 2Typical

in the incident management process________, such as "when will my equipment arrive?", are typically handled by the service desk

inquiries

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

knowledge the fact that the customer is upset

which is true about using checklists to help diagnose incidents

level 2 or 3 analysts may assist with or actually develop checklist for service desk analyst

typically, what does the left of the brain handle.

memorizing data, and linear/logical thinking

what is the system, networks, or product that is most likely causing an incident called

probable source

which is the first step when handling difficult customer situations

get focused

resisting the temptations to shout back at a customer who shouts at you is an example of which technique for staying in control

learning to respond

what do many service desks use to set customer expectations

sla

which is an example of using positive imagery

replacing a image of an angry customer with someone you love

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

requirement report

which is comparable to the practice of counting to three before you speak

sipping water

which calming technique also helps keep up your energy an retain a positive attitude

taking a deep breath

which is a benefit of establishing technology standards

they receive the training they need and the number of incidents they encounter is minimized

which type of narrative is commonly used in technical writing

third person

best practice frameworks such as _______ help organizations establish customer focused processes and technologies in an effort to minimize difficult situations

ITIL

one advantage of service desk developing standard resolution formats is that it allows analysts with varying skill level to obtain information at the level of detail that they need.

True

Two reasons that it is necessary to periodically review the incident management system data is to insure that the service desk analyst are documenting the incidents correctly and that level 2 service providers are documenting resolutions correctly.

true

a procedure is a step by step detailed set of instructions that describes how to perform the tasks in a process

true

a symptom is a sign or indication that an incident has occurred

true

determining the probable source of an incident can be extremely difficult, particularly when dealing with complex technology, such as that found in a client/server computing environment.

true

if you are upset after a call, it is likely that the customer may still be upset. you should inform your supervisor or team leader so that they can determine what, if any, additional steps should be taken to satisfy the customer.

true

incident priority typically remains the same throughout the life of an incident. this ensures it is resolved in the proper time frame and that it is not forgotten or neglected

true

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

true

the challenge with keyword searching is that the keywords must be indexed to be located and an exact match must be found

true

the incident owner acts as a customer to advocate and ensures an incident is resolved to the customers satisfaction

true

when creating a FAQ , phrase the question in a way that customers do when they contact the service desk; then explain the answer in language that the customer can understand

true

when facing a difficult customer situation, use positive self-talk to remind yourself that you cannot take the situation too personally.

true

when writing for a global audience, it is best to avoid acronyms, which are groups of words whose meaning are different than the meanings of the individual words.

true

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

true

typically, what does the right side of the brain handle

versatility, emotion, creativity, and sense of humor

after diagnosing an incident and identifying the correct probable source,____ might be included in developing a course of action

all of he above

if you cannot restate the customer incident in his own words it is acceptable

all of the above

what should you do when you are listening actively to an irate customer describing his incident or complaint

all of the above

what should you do when you are listening to an irate customer describing his incident

all of the above

which is a diagram that shows the sequence of tasks that occur in a process

all of the above

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

all of the above

which is a self service typically offered via website

all of the above

which is true about the left and right sides of the brain

all of the above

which is true about using calming techniques to handle difficult situations

all of the above

which symbol represents the end or stopping point of a process in a flowchart

an oval

an _______ is a website that can be accessed by the general public but requires a password to gain entry to all or parts of the website

extranet

Typically, customers benefit from self-services, while service desk analysts do not

false

a good resolution should describe things to attempt when diagnosing incidents or responding to inquiries

false

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

false

an analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down

false

as soon as the service desk fixes the cause of the incident, the incident should be closed. then a customer satisfaction survey is sent to the customer, and they confirm they are satisfied with the resolution.

false

companies typically dont distinguish between incidents, questions, and inquiries because they all represent work that must be performed by service desk analysts

false

good writing skills are no more important for service desks analysts today than they were ten years ago

false

if an analyst doesnt understand why a customer is upset, he should try to determine why before trying to resolve the incident

false

information are raw facts that are not organized in a meaningful way.

false

one of the advantages of 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

over the next few years, internet and IM technology will replace the phone as the primary means for a customer to contact the service desk

false

since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.

false

the terminology used to describe the incident management process is standard from one organization to the next.

false

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

false

when a person becomes extremely angry, the left side of the brain takes over

false

when dealing with irate customers, it is important to pay attention to what is being said and why it is being said.

false

an analyst calling a customer to say that he is going to be late arriving at the customer site before he is late is an example of ____________

follow through

verifying that the customers incident has been resolved to the customer satisfaction and hasnt recurred is an example of

follow up

which is the first step in the incident management process

identification