A+ Guide to It Technical Support Ch 4 Review Questions

HelpDesk chapter 4 Review Questions one.Depict four ways that...

HelpDesk affiliate 4

Review Questions

1.Describe four ways that engineering-delivered support services benefit the service desk.

two.What role exercise technologies such equally the telephone, IM, and chat play in deliveringsupport?

3.What role does email play in delivering support?4.What role does the web play in delivering support?

v.How are information and information different?six.How do good writing and keyboarding skills benefit people working in a service desk-bound?

seven.Depict five ways that companies such as hardware manufacturers and softwarepublishers are enabling customers to help themselves.

eight.Explicate how intranets and extranets are different than the Net.

9.What are the keys to a successful service desk web site?

10.Listing four ways that companies can use e-mail to communicate with customers.

11.You lot can send an instant message even if a recipient is non online. True or Fake?Explain your reply.

12.Why practise most service desks currently limit IM interactions with customers? Explainyour answer.

thirteen.List three reasons why analysts must learn to utilise and create noesis bases.

14.What factors influence the corporeality of documentation that service desk analysts write?

15.Should you include all of the steps you lot have taken to diagnose an incident whencreating a ticket? Explicate your answer.16.How is a data field different than a text field?

17.Proper noun four users of the information entered in a ticket.

18.What is the key to a well-written FAQ?

19.What is a reusable resolution?

20.List three benefits of having a standard format for resolutions.

21.What should you exercise if you are asked to blazon of written report that yous have neverwritten before?

22.What is a"living"document?

23.Listing three techniques you tin can utilize to amend your technical writing skills.

24.What is a style guide?25.What do you need to know nearly your readers to communicate clearly?

26.When should you define a technical term or acronym?

27.When should yous employ a numbered list?

28.Name two things that customers need to know about a service desk'due south email policy

.29.Why is information technology important to check your grammar, punctuation, and spelling when sendingan electronic mail message?

30.What should y'all practise if you want to send a client detailed information via emailwithout using an attachment?

31.Why is information technology important to carefully cull your words when communicating in writing?

32.Why do you want to avert capitalizing entire sentences in an email message?

33.A(n)is a predefined item that can be used to quickly make a standarddocument or email message.

34.Should you lot put the service desk'south telephone number or your personal telephonenumber in your standard signature? Explain your answer.

Reply & Explanation

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