State any self-service feature of a website.

Answers to Frequently-Asked-Questions (FAQs)

Instructional (how-to) videos and online demostrations

Online forms to submit incidents and service requests

The ability to reset or change password

Information about new and planned products and services

The ability to update customer profile information

A current list of standard products

The ability to download software, software patches, and upgrades

Describe self-service.

A service that enables customers to help themselves

How will the Smart Nation Platform help businesses in Singapore?

Enable innovation with more conducive and networked environment from which to do business

Provides useful data sets for businesses to improve their operations

Creates opportunities to innovate and build new services for citizens

Enable new market possibilities such as through new infrastructure locations for connectivity

How will the Smart Nation Platform help Singapore citizens?

Greater citizen-centric services

Government will be able to serve citizens better through better policy planning and creation of citizen-centric services

What is the purpose of a HetNet?

Allow for more optimal use of wireless spectrum by allowing devices to switch seamlessly between various types of wireless networks

What is the benefit of AG Boxes?

reduces the need for unnecessary groundwork, reducing deployment time and cost

What is the objective of creating the Smart Nation Platform?

To enable greater pervasive connectivity, better situational awareness through data collection, and efficient sharing of collected sensor data

What is worker certification?

Getting staff to pass certification exams for specific products that they support

Passing help desk services to other companies located either in the country or out of the country

Manages company interaction for its current and potential customers

Provide information and data analysis on trends

How to reduce the impact of a Hardware malfunction?

"Burn in" a new device before installing it for user

What is a transmitter?

An electronic device used in telecommunications to produce radio waves in order to transmit or send data with the aid of an antenna

What is the purpose of a satellite?

To relay the signal around the curve of the earth, allowing communication between widely separated geographical points

What is a software bug?

an error in software application that occur when a programmer writes incorrectly coded instructions during program development

What is IOT made up of?

made up of devices from simple sensors to smartphones and wearables connected together

What does CRM stands for?

Customer Relationship Management

Name ONE common hardware problem that end users encounter?

Incompatibilities between hardware components

Name any ONE workplace trends that impact on Help Desk Operation.

Pressure to reduce support costs

Reliance on quantitative metrics

Name any ONE technology trends that impact the Help Desk Operation.

Virtualisation of computing platforms

ISS test revision

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Computers

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ISS test revision

What is the key difference between a multiple channel and omni-channel?

What is the type of communication describe in the image?

What is the type of communication describe in the image?

Name any 1 advantage of using technologies in delivering support to customers.

State the purpose of Mobile Applications.

State the collective of online communication channels under Social Media.

State any 1 feature of an email.

State any self-service feature of a website.

Name an example of self-service.

Describe self-service.

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