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Reference no: EM133025550

CHAPTER 3 QUESTIONS

1. Describe the benefits of VoIP in a service desk setting.

2. List four of the capabilities that ACD's provide.

3. How is skills-based routing different from normal ACD routing?

4. A VRU integrates with another technology to do what? Provide one example.

5. How does a VRU obtain information?

6. How can scripts be used by service desk analysts?

7. What is a screen op?

8. Why are services desks able to deliver high-quality support for supported (versus unsupported? products and services?

9. What can you learn from customer satisfaction surveys?

10. What do professional telephone skills ensure?

CHAPTER 4 QUESTIONS

1. What role do technologies such as the telephone, IM, and chat play in delivering support?

2. What role does email play in delivering support?

3. What role does the web play in delivering support?

4. How are data and information different?

5. What are the keys to a successful service desk web site?

6. What is a "living" document?

7. What is a reusable resolution?

8. How is a data field different than a text field?

9. Explain how intranets and extranets are different that the Internet?

10. You can send an instant message even if the recipient is not online. True or False? Explain your answer.

Reference no: EM133025550

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