
COMP1219 - Helpdesk Operation
Quiz
•
Computers
•
University
•
Practice Problem
•
Medium
Abdulrauf Gehani
Used 5+ times
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14 questions
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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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