Chapter 2: Service Desk Operations

Chapter 2: Service Desk Operations

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. A blended call center is a call center that receives incoming calls and makes outgoing calls.

ANS:  T                    PTS:   1                    REF:   36

2. The term technical center is being used increasingly to refer to a call center that uses technologies such as e-mail and the Web in addition to the telephone to communicate with its customers.

ANS:  F                    PTS:   1                    REF:   36

3. A poorly run service desk can make even the most effective IT organization look bad.

ANS:  T                    PTS:   1                    REF:   37

4. Even a highly effective service desk cannot compensate for deficiencies, such as customer perception, elsewhere in the organization.

ANS:  F                    PTS:   1                    REF:   37

5. In a multi-level support model, service desks require three levels of support to be efficient and effective.

ANS:  F                    PTS:   1                    REF:   38