Chapter 5: The Technology Component: Service Desk Tools and Technologies

Chapter 5: The Technology Component: Service Desk Tools and Technologies

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. Service desks often combine or integrate tools and technologies to more easily and quickly transfer data between systems and to automate routine tasks.

ANS:  T                    PTS:   1                    REF:   184

2. The use of technology enables a service desk to handle more incidents and service requests, resolve them more efficiently, and offer more ways for customers to request services.

ANS:  T                    PTS:   1                    REF:   185

3. Many companies specify target response times for all contact channels in their SLAs or when communicating services to customers, so that customers will know how long it will take the service desk to resolve the incident or service request.

ANS:  F                    PTS:   1                    REF:   187

4. With the increasing popularity of e-mail and the web to deliver support services, the Help Desk Institute predicts that eventually, the telephone will no longer play a role in customer service.

ANS:  F                    PTS:   1                    REF:   188

5. Faxed incidents and service requests are typically logged the same way as telephone calls.

ANS:  T                    PTS:   1                    REF:   190