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
