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
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller TestTrackers. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $14.79. You're not tied to anything after your purchase.
