CCM Chapter 4 Review Question and answer 2023 verified

CCM Chapter 4 Review Question and answer 2023 verified Describe four ways that technology-delivered support services benefit the service desk. Improve service desks services. Customers can use email or chat. Sites use social media channels. Minimizing cost of delivery What role do technologies such as the telephone, IM, and chat play in delivering support? Provide immediateness and the ability to interact with a human being. Use these technologies when they don't want to wait for a response What role does email play in delivering support? Provides the ability to send and receive detailed information. Customers use when they want to send information outside of support hours What role does the web play in delivering support? Provide customers with the ability to fill out forms, reset passwords, set up new customers How are data and information different? Data is set of raw facts that is not organized where information is organized in a meaningful way How do good writing and keyboarding skills benefit people working in a service desk? They can quickly and easily capture needed data and make sure data is accurate and consistent Describe five ways that companies such as hardware manufacturers and software publishers are enabling customers to help themselves. Software publishers and application developers provide robust and interactive online help with their software and application programs that customers can then access and use to answer questions. Hardware manufacturers and software publishers also embed diagnostic software in their products that customers can use to troubleshoot. Explain how intranets and extranets are different than the Internet. The Internet is a global collection of computer networks that are linked to provide worldwide access to information. An extranet is a web site that is accessed via the Internet, but that requires a password to gain entry to all or parts of the site. An intranet is a secured, privately maintained web site that serves employees and that can be accessed only by authorized personnel. What are the keys to a successful service desk website? Functionality and ease of use List four ways that companies can use email to communicate with customers. Inform customers about the status of standing incidents and service requests. Conduct customer satisfaction surveys. Automatically acknowledge that a customer's email has been received, logged, and assigned a tracking number. Simultaneously inform mass customers about viruses or product changes or new release. You can send an instant message even if a recipient is not online. True or False? Explain your answer. False. Instant messaging requires both parties to be online at the same time. Why do most service desks currently limit IM interactions with customers? Explain your answer. Doesn't provide incident management system. There can be security concerns in terms of the data transmitted. List three reasons why analysts must learn to use and create knowledge bases. Helps resolve complex incidents, don't have to wait on someone to solve the problem.