A Guide To Service Desk Concepts 4th Edition By Donna Knapp – Test Bank

Chapter 8: Customer Support as a Profession

TRUE/FALSE

1. The most successful companies in the future will be those that keep a close eye on business and service desk industry trends and embrace the ones that enable them to achieve their goals.

ANS: T PTS: 1 REF: 310

2. One benefit of a service desk career is learning about different departments in a company and gaining appreciation of opportunities available within that company.

ANS: T PTS: 1 REF: 311

3. At their essence, different generations of technology users tend to have the same needs and expectations with regards to service desk and support.

ANS: F PTS: 1 REF: 311

4. With all the methods of contacting a service desk now available, the telephone is being phased out as a contact channel.

ANS: F PTS: 1 REF: 312

5. In order to be successful in delivering support to customers, it is important that the service desk develops processes and techniques that are easy and convenient for the service desk to follow and cost effective, and then ensure that the customer conforms to those processes.

ANS: F PTS: 1 REF: 313

6. With multichannel support, roles such as technical support and knowledge engineer are more important, as service desks rely more heavily on their support systems for knowledge and use those systems to collect and maintain content for their web sites.

ANS: T PTS: 1 REF: 313

7. Trends such as cloud computing, BYOD, and desktop virtualization have forced service desks to look more strategically at how they provide support. They must assess their staff’s skills, redesign their processes, evaluate their tools, and rethink their data and information needs.

ANS: T PTS: 1 REF: 314

8. To increase the service desk’s ability to assist customers at the first point of contact, companies are using VRUs, web-based features such as chat, and skills-based routing.

ANS: T PTS: 1 REF: 316

9. Whether a company charges for support or not has no bearing on how an analyst accounts for his or her time.

ANS: F PTS: 1 REF: 318

10. The trend is that all Web-based services will soon be offered for some type of a fee.

ANS: F PTS: 1 REF: 318

11. Companies providing global support must address the language and legal issues that come with working in an international environment; it is not so important to address technical and cultural issues.

ANS: F PTS: 1 REF: 318