In which instance will customers most likely use IM technology?

When they have questions before ordering a product.

A predefined document that contains text or graphics

Today, service desk analysts are relied upon to do what?

Capture data to create accurate and useful information.

Which is an example of a technology used to enable self-service for customers?

Using Web technology to order a product.

A item that can be used to create a standard document

strengthen your writing, say how good, bad, or fast it is.

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Chapter 4 Multiple Choice

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Customer Service Book

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Questions 25

Answers

1
Organizations use a commercially available ____ to provide guidance on punctuation and grammar
rules of grammar and punctuation
style guide
writing standard
grammar manual
2
In which instance will customers most likely use IM technology?
When they want to obtain answers to FAQs.
When they have questions before ordering a product.
For non-critical problems.
When they want to receive detailed information.
3
Which type of report typically provides an assessment of the environment and recommendations?
status report
easibility report
requirements report
progress report
4
Email is typically used to do which of the following?
Conduct satisfaction surveys.
Provide a knowledge base for customers.
All of the above.
Automatically create trend reports.
5
What is a form?
A predefined document that contains text or graphics
Entering data into an incident management system.
A predefined item that is used to create a standard document
A database record in which one piece of data is stored.
6
Which is a self-service typically offered via a web site?
A link to live text chats with service desk analysts
Online forms to submit incidents and service requests.
All of the above.
A knowledge base that customers may use to solve incidents
7
Why are knowledge management systems beneficial to service desk analysts?
They help improve analysts’ problem-solving skills.
They improve the consistency of resolutions.
They reduce the number of escalations to the second level.
All of the above.
8
Today, service desk analysts are relied upon to do what?
Both 1 and 2
Record only when the incident is a new type of incident.
Relay knowledge by word of mouth.
Capture data to create accurate and useful information.
9
Which of the following works well for entry-level analysts?
QBE
fuzzy logic
decision trees
CBR
10
____ is a uniquely human characteristic and generally deals with the future.
Wisdom
Common sense
Knowledge
Information
11
A ____ is software used to manage the content of a web site.
knowledge management system
case-based reasoning system
web management system
content management system
12
Which is an example of a technology used to enable self-service for customers?
Both 1 and 2
Using an ACD to assign a call to the next available analyst.
Using SBR to route the call the appropriate analyst.
Using Web technology to order a product.
13
Which of the following uses everyday language to ask questions and interpret their answers?
decision trees
QBE
fuzzy logic
CBR
14
What is a template?
A item that can be used to create a standard document
A document with text or graphics users cannot change
The method of entering data into a management system.
15
A(n) ____ is a web site that can be accessed by the public but requires a password for entry
internet
secure server
extranet
intranet
16
Which type of narrative is commonly used in technical writing?
All are commonly used.
second-person
first-person
third-person
17
Which is true of online chat and IM?
ll of the above.
They are difficult to use.
They are expensive.
They are instantaneous.
18
A(n) ____ is a web site that cannot be accessed by the general public.
extranet
intranet
internet
secure server
19
____ is the application of information along with people’s experiences, ideas, and judgments.
Wisdom
Knowledge
Common sense
Problem solving
20
Which is a factor that is causing companies to look more closely at using chat with customers?
Satisfying and retaining customers
Increasing the efficiency of analysts by using chat sessions
All of the above.
Reducing the overall cost of delivering support.
21
Which is true?
strengthen your writing, say how good, bad, or fast it is.
When writing include information about what to do.
Use jargon and technical terms in your writing.
The service desk manager create the Analyst’s Guide.
22
Who is responsible for maintaining a knowledge management system?
a knowledge engineer
a database administrator
a technical writer
a resolution writer
23
If one resolution can be used to solve many incidents or service requests, it is a ____.
complex relationship
one-to-many relationship
multiple relationship
reusable relationship
24
Which is correct when writing emails to customers?
Sign the message, sign it as from the service desk.
Both 2 and 3
Use a meaningful subject line.
Include as many subjects as necessary in the email message.
25
Clicking a(n) ____ might open a pop-up window with a definition, instructions, or a picture.
hyperlink
emoticon
screen pop
IM tab

Chapter 4 Multiple Choice Flashcards | StudBud