COMP1219 - Helpdesk Operation

COMP1219 - Helpdesk Operation

University

14 Qs

quiz-placeholder

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COMP1219 - Helpdesk Operation

COMP1219 - Helpdesk Operation

Assessment

Quiz

Computers

University

Practice Problem

Medium

Created by

Abdulrauf Gehani

Used 5+ times

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14 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In a help desk that uses a multi-level support model, the highest level of support is the most knowledgeable and experienced, so it usually handles most of the incidents.

True

False

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Some help desk operations use a script to guide an agent through the steps in the incident management process.

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A help desk incident that is a simple question may get identified early and do not need to be logged.

True

False

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Prescreening is an incident management step where incidents that a help desk cannot handle are rejected.

True

False

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

One of the goals of incident logging in the incident management process is to begin to document the incident and the problem.

True

False

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Job stress can result from a mismatch between an agent’s personal characteristics and their job requirements.

True

False

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The purpose of client feedback features in a help desk software package is to terminate support agents with poor customer service skills.

True

False

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