Question 1

All PMI certifications are based on ____.

Accepted Answer

A) ITIL 
B) ISO/IEC 20000 
C) PMBOK 
D) CAPM 
A) ITIL 
B) ISO/IEC 20000 
C) PMBOK 
D) CAPM

Question 2

Certification, coupled with ____, is what is most valued in today's competitive job market.

Accepted Answer

A) experience 
B) technical skills 
C) soft skills 
D) customer service skills 
A) experience 
B) technical skills 
C) soft skills 
D) customer service skills

Question 3

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.

Accepted Answer

A) True 
 B)False

Question 4

Completion
-A(n) _______ is a computer user's representation of himself or herself.

Accepted Answer

The answer of Completion
-A(n) _______ is a computer user's representation...

Question 5

Becoming certified typically guarantees an individual will be promoted.

Accepted Answer

A) True 
 B)False

Question 6

When Web support sites are well-designed ____.

Accepted Answer

A) they allow service desks to provide free support for most issues 
B) the Web-based contacts cost less than contacts involving analysts 
C) the Web-based contacts cost more than contacts involving analysts 
D) the Web-based contacts cost about the same as contacts involving analysts 
A) they allow service desks to provide free support for most issues 
B) the Web-based contacts cost less than contacts involving analysts 
C) the Web-based contacts cost more than contacts involving analysts 
D) the Web-based contacts cost about the same as contacts involving analysts

Question 7

Completion
-An example of _______ would be posing a question or problem to a large group of people via Facebook or Twitter.

Accepted Answer

The answer of Completion
-An example of _______ would be posing...

All PMI certifications are based on ____.

Certification, coupled with ____, is what is most valued in today's competitive job market.

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.

Completion -A(n) _______ is a computer user's representation of himself or herself.

Becoming certified typically guarantees an individual will be promoted.

When Web support sites are well-designed ____.

Completion -An example of _______ would be posing a question or problem to a large group of people via Facebook or Twitter.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Filters

Exam 8: Customer Support As a Profession

All PMI certifications are based on ____.

Certification, coupled with ____, is what is most valued in today's competitive job market.

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.

Completion -A(n) _______ is a computer user's representation of himself or herself.

Becoming certified typically guarantees an individual will be promoted.

When Web support sites are well-designed ____.

Completion -An example of _______ would be posing a question or problem to a large group of people via Facebook or Twitter.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Filters