Question 1

Completion
-On an automatic call distributor (ACD), a(n) _______ state means the analyst is logged on to the ACD but is not accepting calls.

Accepted Answer

The answer of Completion
-On an automatic call distributor (ACD), a(n)...

Question 2

Completion
-A(n) _______ is an automatic call distribution (ACD) feature that routes calls based on input provided by the caller through a touch-tone telephone.

Accepted Answer

The answer of Completion
-A(n) _______ is an automatic call distribution...

Question 3

Completion
-The "I" in CTI stands for _______.

Accepted Answer

The answer of Completion
-The "I" in CTI stands for _______....

Question 4

Completion
-_______ systems enable a company to monitor calls and evaluate analyst performance or tape calls for security purposes.

Accepted Answer

The answer of Completion
-_______ systems enable a company to monitor...

Question 5

Completion
-A(n) _______ is a web "supersite" that provides a variety of services, such as site searches to locate pertinent articles and white papers, a product buyers' guide, and discussion or message boards.

Accepted Answer

The answer of Completion
-A(n) _______ is a web "supersite" that...

Question 6

Completion
-Knowledge management systems support the DIKW hierarchy. The "D" in this hierarchy stands for _______.

Accepted Answer

The answer of Completion
-Knowledge management systems support the DIKW hierarchy....

Question 7

Completion
-A(n) ____ -based system is made up of units of information, such as online documents, database records, or the solution to a common incident, and a set of question and answer pairs that can be used to confirm the solution to an incident.

Accepted Answer

The answer of Completion
-A(n) ____ -based system is made up...

Quiz 5: The Technology Component: Service Desk Tools and Technologies

Completion -On an automatic call distributor (ACD), a(n) _______ state means the analyst is logged on to the ACD but is not accepting calls.

Completion -A(n) _______ is an automatic call distribution (ACD) feature that routes calls based on input provided by the caller through a touch-tone telephone.

Completion -The "I" in CTI stands for _______.

Completion -_______ systems enable a company to monitor calls and evaluate analyst performance or tape calls for security purposes.

Completion -A(n) _______ is a web "supersite" that provides a variety of services, such as site searches to locate pertinent articles and white papers, a product buyers' guide, and discussion or message boards.

Completion -Knowledge management systems support the DIKW hierarchy. The "D" in this hierarchy stands for _______.

Completion -A(n) ____ -based system is made up of units of information, such as online documents, database records, or the solution to a common incident, and a set of question and answer pairs that can be used to confirm the solution to an incident.