What are the two key benefits of self help technology? (Choose 2)

A. It reduces the need for technical support staff.

B. It educates customers.

C. It allows for longer wrap-up time.

D. It reduces calls in to the help desk.

How can the help desk be of strategic benefit to the organisation? (Choose one)

A. It increases staff levels.

B. It ensures that customers speak only to the help desk personnel.

C. It ensures rigid adherence to operational policies.

D. It is a useful source of information.

What is the best description of a help desk technology infrastructure? (Choose 1)

A. The management structure of information flow, processes, and systems that are controlled by the help desk.

B. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.

C. The basic architecture of a help desk and its systems that determine how it functions.

D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

Which three common infrastructure components are commonly found in a Help Desk? (Choose three)

A. Public Branch Exchange (PBX).

B. Screen pop.

C. Knowledge management system.

D. Incident logging system.

A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

B. Allow me to check this further, I will call you at 10:00 with an update.

C. I have the information. I will get back to you as soon as possible.

D. Let me research this, I will call you back as soon as I have a resolution.