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Question 1 of 7
1. Spørgsmål
What is the purpose of the service desk practice?
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Question 2 of 7
2. Spørgsmål
Which of the following are recommended service desk skills?
- Excellent customer service skills
- Emotionel intelligence and empathy
- Understand business priority
- Incident analysis and prioritization
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Question 3 of 7
3. Spørgsmål
A virtual service desk allows agents to…
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Question 4 of 7
4. Spørgsmål
Which channels can be offered by service desk?
- Telephone
- Live chat and chatbots
- Text and social media messenging
- Public and corporate discussion forums
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Question 5 of 7
5. Spørgsmål
Which is NOT a key area for the service desk practice?
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Question 6 of 7
6. Spørgsmål
Which of the following describe service desk activities for managing demands from users?
- Acknowledging user demand
- Classifying incidents and requests
- Owning and actioning tickets
- Monitoring and event management
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Question 7 of 7
7. Spørgsmål
Which of the following statements about service desks are CORRECT?
- They should work in close collaboration with support and development teams
- They should focus on excellent customer experience when personal contact is needed
- They should escalate all incidents to support and development teams
- They should support “people and business” rather than simply fix technical issues
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