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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?
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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.