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Chapter 6 Customer Service

Which letter sequence is the order of the steps below in the incident management process?
a) authenticate the user b) archive the incident c) log the incident d) prioritize the problem
A help desk incident that is a simple question may get identified early and not go through every step in the incident management process.
True
The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is ____.
The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
True
Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk.
True
Help desk operations retain an archive of previously resolved incidents in a knowledge base to document the steps to resolve each incident as an information resource to help desk agents.
True
Help desk software that includes asset management can help a support staff control an organization’s equipment inventory.
true
Help desk software is intended primarily for internal help desk use and do not usually include email or Internet access capabilities.
False
During the ____ step in the incident management process an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.
Job stress in a help desk position often indicates that an agent has worked in the support industry too long.
false
The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
Personnel management
In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
True
The Intranet is the new name for Web 2.0 technology
False
Virtualization is a method of allocating the resources of a computer into multiple execution environments, each of which may execute its own operating system and application software.
True
The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version.
False
LBE Helpdesk, featured in this chapter, is an example of a(n) ____.
The goal of incident logging in the incident management process is to begin to document the incident and the problem.
True
Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
True
Every help desk incident, no matter what kind, goes through the 12 steps of the incident management process described in the book, even if some of the steps don’t always apply.
false
An online chat is an asynchronous type of communication between a user and support agent.
False
The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint or work order.
True
Ergonomic problem that apply to technology users do not necessarily apply to help desk support agents.
False
Job stress in a help desk position often indicates that an agent has worked in the support industry too long.
false
LBE Helpdesk, featured in this chapter, is an example of a(n) ____.
a commercial help desk package
The goal of incident logging in the incident management process is to begin to document the incident and the problem
True
The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible
True
Prescreening is an incident management step where incidents that a help desk cannot handle are rejected.
False
In a help desk that uses a multi-level support model, the goal is to handle as many calls at the lowest possible support level.
True
Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
True
A service level agreement is a contract between a help desk agent and their manager that specifies the percent of incidents the agent will handle correctly during each work shift.
False
Web-based user support offers a cost-effective way to communicate support information to end users
True
Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
True
In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
True
An incident’s priority code is based on the number of incidents in a queue ahead of it.
False
Call management is another term for incident management.
False
Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk.
True
The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
True
The principle concept in the multi-level support help desk model is ____.
lower level help desk staff can refer difficult problems to higher levels
Knowledge bases in help desk software are sometimes called smart databases.
True
The purpose of prescreening an incident is to ____.
determine the type of incident and how the help desk staff will handle it
An incident management step, in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions, is incident ____.
escalation
Help desk software often includes tools to help support managers measure user satisfaction.
True
Help desk software packages often include a report generator to prepare custom reports, but they do not include anything as powerful as a programming language.
False
The ____ help desk position is normally staffed by an entry-level employee.
Incident Screener
The goal of the multi-level support model is to handle most support incidents at ____.
the lowest support level
Which category of help desk incident is: “My PC runs slowly when I access the Internet with a modem in the evenings”?
a problem
The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.
tracking
A support portal is a single point of web access for support services
True
In a help desk queue, the incident that will be handled next is the most recent incident to enter the queue.
False
In a help desk that uses a multi-level support model, the goal is to handle as many calls at the lowest possible support level.
True
The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint or work order.
True
A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
True
A help desk structured into levels or tiers of support uses a ____ support model.
multi-level support model
Which letter sequence is the order of the steps below in the incident management process?
a) authenticate the user b) archive the incident c) log the incident d) prioritize the problem
a, c, d, b
The ____ help desk position is normally staffed by an entry-level employee.
Incident Screener
In a help desk queue, the incident that will be handled next is the most recent incident to enter the queue.
False
During the ____ step in the incident management process an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.
Incident screening
An online chat is an asynchronous type of communication between a user and support agent
False
One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs.
False
Web-based user support offers a cost-effective way to communicate support information to end users.
True
Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
virtualization
A help desk structured into levels or tiers of support uses a ____ support model.
multi-level support model
A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.
automated call distributor
Commercial help desk software packages are available for large help desk operations, but are too expensive for small-scale help desks.
False
Help desk software tools are available for support agents and managers, but few tools are available to help users access a help desk.
False
A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
True
One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs.
False
Help desk software that includes asset management can help a support staff control an organization’s equipment inventory.
True
In help desk jargon, ACD stands for ____.
Automated Call Distributor
The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.
tracking
Every help desk incident, no matter what kind, goes through the 12 steps of the incident management process described in the book, even if some of the steps don’t always apply.
False
The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
True
The purpose of incident tracking is to document the complete history of activities that occurred while handling an incident.
True
The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
resolution
LBE Helpdesk software includes a knowledge base that can be searched for problem resolutions.
True
The Information Technology Infrastructure Library (ITIL) is a collection of best practices in the user support industry based on experiences of successful help desk operations.
True
Cloud computing is a new way to access software that uses satellite technology to download applications to end users.
False
Some help desk operations use a script to guide an agent through the steps in the incident management process.
True
The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is ____.
archive the incident
Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by ____.
a help desk manager
Voice over Internet Protocol (VoIP) is a technology that may permit more support workers to telecommute.
True
The goal of incident logging in the incident management process is to begin to document the incident and the problem
True
The percentage of incidents that cannot be resolved during the incident management process is essentially zero.
False
An automated incident tracking procedure is primarily useful in a large help desk operation, but of limited use in a small help desk operation.
False
Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
True
In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
True
A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
True
The purpose of incident tracking is to document the complete history of activities that occurred while handling an incident.
True
A support portal is a single point of web access for support services.
True
LBE Helpdesk software includes a knowledge base that can be searched for problem resolutions.
True
The usual sequence of incident escalation during help desk incident management is ____.
from incident screener to product specialist
One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs
False
In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
True
Job stress results from physical and emotional responses to a mismatch between an agent’s personal characteristics and their job requirements
True
The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model.
Needs Assessment Analyst
In a help desk that uses a multi-level support model, the highest level of support is the most knowledgeable and experienced, so it usually handles most of the incidents.
False
Some help desk operations use a script to guide an agent through the steps in the incident management process.
True
The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version.
False
Even when an incident is escalated to a higher level tier in the multi-level support model, the help desk agent who initiated the incident retains ownership of it.
False
Ergonomic problem that apply to technology users do not necessarily apply to help desk support agents.
False
Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
True
A service level agreement is a contract between a help desk agent and their manager that specifies the percent of incidents the agent will handle correctly during each work shift.
False
The Intranet is the new name for Web 2.0 technology.
False
The Information Technology Infrastructure Library (ITIL) is a document of operational rules help desk organizations must follow to retain their industry certification.
False
Web-based user support offers a cost-effective way to communicate support information to end users.
True
LBE Helpdesk software contains many of the most common help desk software features, but managing technology assets is an add-on module.
False
Voice over Internet Protocol (VoIP) is a technology that may permit more support workers to telecommute.
True
The ____ technology trend may change the way users access software and data.
cloud computing
A user support center provides a wide variety of user services, but a help desk is limited to answering user questions.
False
Which of these help desk positions is often staffed by an employee with programming or product development experience
Technical Support
An incident’s priority code is based on the number of incidents in a queue ahead of it
False
A dashboard is a visual display to alert each help desk agent that incidents assigned to them are waiting to be handled
False
The Information Technology Infrastructure Library (ITIL) describes procedures to manage incidents, problems, changes, releases and configurations
True
One way to organize user support services that provides a single point of contact for an organization’s workers or customers uses a(n) ____.
help desk
Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
True

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