A Guide to Computer User Support for Help Desk and Support Specialists 6e ByFred Beisse
A Guide to Computer User Support for Help Desk and Support Specialists 6e ByFred Beisse
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Chapter_06_Help_Desk_Operation
Complete Chapter Questions With Answers
Sample Questions Are Posted Below
1. A user support center provides a wide variety of user services, but a help desk is limited to answering user questions.
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2. In a help desk that uses a multi-level support model, the goal is to handle as many calls at the lowest possible support level.
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3. In a help desk that uses a multi-level support model, the highest level of support is the most knowledgeable and experienced, so it usually handles most of the incidents.
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4. Call management is another term for incident management.
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5. Some help desk operations use a script to guide an agent through the steps in the incident management process.
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