Chapter 1: Introduction to Service Desk Concepts

Chapter 1: Introduction to Service Desk Concepts

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. There is not currently much of a career opportunity in the field of customer service and technical support.

ANS:  F                    PTS:   1                    REF:   3

2. Above all, service desk employees must understand that the service desk is first and foremost a customer service organization that contributes to a company’s bottom line by delivering services that meet the needs of its users.

ANS:  T                    PTS:   1                    REF:   3

3. Technical support refers to the service desk’s ability to resolve incidents at the service desk without escalation to another level of support.

ANS:  F                    PTS:   1                    REF:   3

4. As technical support evolved, companies learned that they had to support not only technology, but also the users of that technology.

ANS:  T                    PTS:   1                    REF:   4

5. Since developers are usually the best technical resources, they should be on the front line and interact directly with the customers.

ANS:  F                    PTS:   1                    REF:   5