Save each chapter in a word document. CHAPTER 3 QUESTIONS 1-Describe the benefits of VoIP in a service desk setting. 2-List four of the capabilities that ACD’s provide. 3-How is skills-based routing different from normal ACD routing? 4-A VRU integrates with another technology to do what? Provide one example. 5-How does a VRU obtain information? 6-How can scripts be used by service desk analysts? 7-What is a screen op? 8-Why are services desks able to deliver  high-quality support for supported (versus unsupported? products and services? 9-What can you learn from customer satisfaction surveys? 10-What do professional telephone skills ensure? —————————————————————– CHAPTER 4 QUESTIONS 1- What role do technologies such as the telephone, IM, and chat play in delivering support? 2-What role does email play in delivering support? 3-What role does the web play in delivering support? 4-How are data and information different? 5-What are the keys to a successful service desk web site? 6-What is a “living” document? 7-What is a reusable resolution? 8-How is a data field different than a text field? 9-Explain how intranets and extranets are different that the Internet? 10-You can send an instant message even if the recipient is not online. True or False? Explain your answer.


1- Describe the benefits of VoIP in a service desk setting.

Voice over Internet Protocol (VoIP) offers several benefits in a service desk setting. Firstly, it allows for cost savings by eliminating the need for traditional telephone lines and reducing long-distance charges. VoIP also enables seamless communication within the organization by integrating voice, video, and data communication over a single network. This integration enhances collaboration and supports more efficient service delivery. Additionally, VoIP provides flexibility, as it allows service desk analysts to work remotely and still have access to the necessary communication tools. This can improve the overall responsiveness and availability of the service desk.

2- List four of the capabilities that ACD’s provide.

Automatic Call Distributors (ACDs) offer several capabilities that are crucial for efficient call management in a service desk setting. These capabilities include call routing, which ensures that incoming calls are directed to the most suitable service desk analyst based on predetermined rules or criteria. ACDs also provide call queuing, allowing callers to be placed in a queue while waiting for the next available analyst. Moreover, ACDs offer call monitoring and reporting functionalities, enabling service desk managers to track call metrics, analyze performance, and make data-driven improvements. Lastly, ACDs often come equipped with interactive voice response (IVR) systems, which allow callers to interact with a menu by using their voice or keypad inputs, helping to streamline call routing and reduce analyst workload.

3- How is skills-based routing different from normal ACD routing?

Skills-based routing is a more sophisticated approach to call routing in comparison to normal ACD routing. While traditional ACD routing focuses primarily on factors such as call volume and availability of analysts, skills-based routing considers the specific skills, knowledge, and expertise of service desk analysts. Using data from analyst profiles and the nature of the caller’s issue, skills-based routing directs calls to analysts who have the relevant skills and experience to handle the specific problem or topic. This ensures that callers are connected with the most qualified analysts, leading to higher customer satisfaction, faster resolution times, and improved service desk efficiency.

4- A VRU integrates with another technology to do what? Provide one example.

A Voice Response Unit (VRU) integrates with another technology, such as a database or system, to perform specific tasks. For example, a VRU can be integrated with a customer relationship management (CRM) system to access relevant customer data. When a customer calls the service desk, the VRU can retrieve information from the CRM system, such as the customer’s previous support tickets or account details. This integration enables service desk analysts to provide personalized and efficient support by having access to essential customer information during the call.

5- How does a VRU obtain information?

A VRU obtains information by interacting with the caller through voice or keypad inputs. The VRU presents a series of options or prompts to the caller, allowing them to make selections or provide information using their voice or by pressing the appropriate keys on their phone. Based on the input received, the VRU can access relevant databases or systems to retrieve the requested information or initiate the appropriate actions.

6- How can scripts be used by service desk analysts?

Scripts are pre-defined sets of instructions or responses that service desk analysts can utilize during their interactions with callers. These scripts provide standardized and consistent responses to frequently asked questions or common issues. Service desk analysts can use scripts as guidance to ensure they provide accurate and efficient support. By following scripts, analysts can enhance their professionalism, maintain consistency in communication, and improve customer satisfaction. Additionally, scripts can serve as training tools for new analysts, allowing them to quickly learn and understand the correct procedures and responses.

7- What is a screen op?

A screen op, short for screen operator, refers to a software application or tool used by service desk analysts to view and interact with customer-related information on their computer screens. The screen op displays relevant customer data, such as account details, support history, and call notes, in a user-friendly format. It helps service desk analysts quickly access and process information during a call, enabling them to provide accurate and efficient support.

8- Why are service desks able to deliver high-quality support for supported (versus unsupported) products and services?

Service desks are able to deliver high-quality support for supported products and services due to their specialized knowledge, resources, and established processes. When service desks provide support for supported products and services, they have access to training materials, documentation, and expertise specific to those offerings. This allows service desk analysts to have a deep understanding of the products or services, enabling them to provide accurate and timely troubleshooting, guidance, and resolutions. In contrast, service desks may lack the same level of knowledge and resources for unsupported products or services, leading to reduced support quality and longer resolution times.

9- What can you learn from customer satisfaction surveys?

Customer satisfaction surveys provide valuable insights into the quality of support provided by the service desk. They allow organizations to gather feedback directly from customers about their support experiences, including their satisfaction levels, areas for improvement, and suggestions for enhancements. By analyzing the survey responses, service desk managers can identify trends, pinpoint areas of improvement, and make data-driven decisions to enhance the quality of support services. Customer satisfaction surveys enable the service desk to identify and address any shortcomings or challenges, ultimately leading to improved customer satisfaction and loyalty.

10- What do professional telephone skills ensure?

Professional telephone skills ensure effective communication and a positive experience for callers. Service desk analysts with professional telephone skills can convey information clearly, project a helpful and confident demeanor, and actively listen to callers’ needs. By exhibiting professional telephone skills, analysts can build rapport, instill trust, and guide callers towards satisfactory resolutions. These skills also help analysts manage challenging or difficult calls, diffuse tense situations, and provide empathetic support. Overall, professional telephone skills contribute to a high-quality support experience and promote customer satisfaction.


1- What role do technologies such as the telephone, IM, and chat play in delivering support?

Technologies such as the telephone, instant messaging (IM), and chat play a crucial role in delivering support by enabling real-time communication between service desk analysts and customers. The telephone allows for direct voice communication, allowing analysts to actively listen to and respond to callers’ concerns. IM and chat platforms facilitate text-based communication, providing a written record of the conversation and the ability to multitask and handle multiple inquiries simultaneously. These technologies enhance the efficiency and effectiveness of support delivery by enabling swift communication, clarifying issues, and facilitating problem-solving.

2- What role does email play in delivering support?

Email plays a significant role in delivering support, especially for non-urgent or complex issues. It allows customers to communicate their concerns or inquiries in a written format at their convenience. Service desk analysts can then review and respond to emails systematically, providing detailed and well-thought-out responses. Email provides a documented record of the interaction, ensuring accuracy in information exchange and allowing both parties to refer back to the correspondence if needed. However, email support may take longer than real-time communication methods, such as phone or chat, due to the nature of asynchronous communication.

3- What role does the web play in delivering support?

The web serves as a powerful platform for delivering support by providing access to a variety of resources. Service desk websites can offer self-service portals with knowledge bases, frequently asked questions (FAQs), and troubleshooting guides. Customers can seek solutions independently before reaching out to the service desk. Additionally, the web allows for the submission of support tickets or requests, enabling customers to initiate assistance and track the progress of their inquiries. Service desk websites can also host forums or communities where customers can interact, share experiences, and seek advice. The web empowers customers to find information and resources independently, contributing to faster resolution times and reducing the workload on the service desk.

4- How are data and information different?

Data and information are distinct but interconnected concepts. Data refers to raw facts or observations without any context or meaning. On the other hand, information is the meaningful interpretation or organization of data. Information is derived from data by analyzing, categorizing, or processing it in a way that provides insights or knowledge. Data alone does not possess any inherent value, while information adds meaning and relevance to data, enabling it to be useful for decision-making or problem-solving purposes.

5- What are the keys to a successful service desk website?

A successful service desk website should have several key elements. Firstly, it should be user-friendly, with a clear and intuitive navigation structure that allows customers to quickly find the information or resources they need. Secondly, it should have a robust knowledge base, containing up-to-date and relevant articles or guides that address common issues and questions. Thirdly, it should provide self-service capabilities, allowing customers to submit support tickets, track the status of their inquiries, and access resources for independent troubleshooting. Fourthly, the website should have a responsive design, ensuring compatibility across different devices and screen sizes. Lastly, it should have effective search functionality that allows users to easily locate specific information within the website. These key elements contribute to a positive and efficient customer experience on the service desk website.

6- What is a “living” document?

A “living” document refers to a document that is continuously updated and evolves over time to reflect changes in information, processes, or policies. Unlike static documents that remain unchanged once created, living documents are dynamic and responsive to updates or modifications. Living documents are commonly used in service desk settings to capture evolving knowledge, best practices, or standard operating procedures. They can be constantly revised or improved based on new insights, lessons learned, or changing business needs. By keeping documents “living,” service desks can ensure that the information they provide remains accurate, up-to-date, and relevant in a rapidly changing support environment.

7- What is a reusable resolution?

A reusable resolution refers to a solution or approach that has proven successful in resolving a specific issue and can be applied to similar cases in the future. When service desk analysts encounter a problem that has been previously resolved, they can utilize the documented and validated solution to expedite the resolution process. Reusable resolutions save time and effort by leveraging prior experience and knowledge, avoiding the need to reinvent the wheel for recurring or similar issues. They also ensure consistency in support delivery, enabling analysts to provide efficient and effective resolutions based on proven methods.

8- How is a data field different than a text field?

In the context of service desk applications or databases, a data field and a text field serve distinct purposes. A data field refers to a field that stores specific types of information with a predefined format or data type. For example, a data field might store a date, a numeric value, or a code. Data fields often have validation rules or constraints to ensure data integrity and accuracy. On the other hand, a text field is used to store unstructured or free-form text, allowing for longer and variable-length inputs. Text fields are commonly used for capturing observations, descriptions, or comments that do not require strict formatting or specific data types.

9- Explain how intranets and extranets are different than the Internet?

Intranets and extranets are both variations of the Internet but serve distinct purposes and have different levels of accessibility and security. An intranet is a private network accessible only to individuals within an organization. It is used for internal communication, collaboration, and information sharing among employees. Intranets are highly secure and typically require authentication to access the network. Extranets, on the other hand, extend the intranet beyond an organization’s boundaries to external parties, such as clients, partners, or vendors. Extranets provide controlled access to specific resources or information for authorized external users. While both intranets and extranets rely on Internet protocols and technologies, they are more restricted in terms of accessibility and focus on specific users or groups with authorized access.

10- You can send an instant message even if the recipient is not online. True or False? Explain your answer.

False. Sending an instant message requires the recipient to be online and active on the messaging platform. Instant messaging relies on real-time communication, allowing users to send and receive messages instantly. When a recipient is not online, they are unable to receive messages until they log in or become available. However, some messaging platforms might offer features to show the status of the recipient, indicating whether they are online or offline. In such cases, users can ascertain the availability of the recipient before attempting to initiate an instant message conversation.

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