To raise an incident from one level to another is known as:
a. triumvirate
b. deliberate
c. negotiate
d. escalate
️: D
This sends calls to another agent queue when one queue is long or calls have been in a
queue longer than a pre-defined time period.
a. overflow routing
b. queue timing
...
To raise an incident from one level to another is known as:
a. triumvirate
b. deliberate
c. negotiate
d. escalate
✔️: D
This sends calls to another agent queue when one queue is long or calls have been in a
queue longer than a pre-defined time period.
a. overflow routing
b. queue timing
c. call accounting
d. skill set distribution
✔️: A
To recognize learning as the labor of the Information Age refers to:
,a. synthesizing work and outcome
b. remaining stagnant in the Information Age
c. affording a hybrid approach to technology
d. taking the time and energy to continually update and improve knowledge and skills
✔️: D
What type of lighting is used to spotlight desk tasks such as writing and reading and also
can be used to reduce high contrast of light and dark areas in a workspace?
a. task
b. ambient
c. diffused
d. fluorescent
✔️: A
What is the end result of a needs analysis project?
a. I-P-O chart
b. terminal procedure
c. deliverable
d. Gantt chart
,✔️: C
A ____ is a replacement for one or a few modules of software package to fix known bugs.
a. version
b. patch
c. replacement
d. upgrade
✔️: B
What is a telephone technology that answers and routes calls?
a. voice mail router
b. automatic call distributor
c. traffic management system
d. telephone response system
✔️: B
Which one of the following asks customers to provide feedback on recently obtained
support services?
a. customer profile survey
, b. customer change form
c. customer satisfaction survey
d. customer service order form
✔️: C
Which one of the following is not a strategy for handling a difficult customer?
a. immediately transfer to a supervisor
b. listen actively
c. let the customer vent
d. acknowledge the customer's emotional state
✔️: A
Specific, objective, quantifiable data about the user support or help desk operations is
called:
a. performance statistics
b. benchmarks
c. industry surveys
d. industry averages
✔️: A
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