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Detail Form
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1.
What are two benefits of external outsourcing?
2.
What should the Help Desk consider when working with different customers?
3.
What should you use to define a Help Desks role in an organization?
4.
What contributes most to creative and effective problem solving?
5.
A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?
6.
Which concept refers to identifying required staffing based on projected volume?
7.
How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?
8.
Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose
two)
9.
Which technology reduces Help Desk call volumes?
10.
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the..............