Structured grades for assigning an issue in a help desk system is most often referred to as a:
a. tier
b. level
c. rank
d. grade
️: b. level
When a resolution is found to a new issue, which one of following is advised?
a. issue a company directive related to the problem
b. add Knowledge B...
Structured grades for assigning an issue in a help desk system is most often referred to as a:
a. tier
b. level
c. rank
d. grade
✔️: b. level
When a resolution is found to a new issue, which one of following is advised?
a. issue a company directive related to the problem
b. add Knowledge Base description of the issue and its resolution
c. e-mail all Help Desk personnel as to resolution
d. keep it to yourself no one likes a 'know it all'
✔️: b. add Knowledge Base description of the issue and its resolution
The act of accessing a user's machine by means of an outside connection is known as:
a. spoofing
,b. hijacking
c. remoting
d. cloning
✔️: c. remoting
Which one is a term used in issue tracking systems to refer to a user reported problem?
a. log
b. incident
c. report
d. ticket
✔️: d. ticket
After a problem has been confirmed, the help desk person should:
a. refer to knowledge base
b. use experience to resolve problem as quickly as possible
c. create an issue using company procedures
d. escalate to proper technician
✔️: c. create an issue using company procedures
,The virtual call center can include:
a. all answers are correct
b. call forwarding to employees working from home
c. outsourcing
d. automated attendants
✔️: a. all answers are correct
If you share a computer with another employee, you should avoid:
a. log daily activities
b. shutting the computer down
c. installing personal software
d. labeling personal items
✔️: c. installing personal software
The service desk is a part of the:
a. HR department
b. maintenance
c. development
d. IT department
, ✔️: d. IT department
The service desk should provide:
a. a place to report help desk problems
b. personnel responsible only for hardware issues
c. physical location to report issues
d. costumers with a single point of contact
✔️: d. costumers with a single point of contact
The service desk can provide access through all but:
a. advertising
b. e-mail
c. web sites
d. toll free phone #s
✔️: a. advertising
Good help desk organization does *not* increase:
a. time management
b. quality of service
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