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Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A. Automatic Call Distributor

B. Interactive Voice Response

C. Intra-monthly Monitoring System

D. Extra-diem Reporting Application

E. Customer Relationship Management

What should the Help Desk consider when working with different customers?

A. All customers consider their problem to be an emergency

B. All customers are unique individuals with their own perceptions

C. All customers have similar expectations regarding quality service

D. Customers who work for the same company have similar expectations

Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A. Mediocre service is generally acceptable if the customer likes you personally.

B. Mediocre service can cause a customer's gradually to want to do business somewhere else.

C. A bad interaction can initiate a customer's split-second decision to continue doing business with you.

D. A positive interaction can initiate a customer's split-second decision to continue doing business with you.

What is the best description of benchmarking in a support center?

A. Benchmarking is a comparative study of the support center's performance against comparable organizations.

B. Benchmarking is a marketing tool that increases the support center's visibility to its customers.

C. Benchmarking is allowing your support staff to determine the method it will use to provide service.

D. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

What is the primary difference between incident management and problem management?

A. Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.

B. Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

C. Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.

D. problemmanagment prevents customers from calling;incident management handles calls when customers do call.