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- Question 33
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Question 33/47
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?
Correct Answer:
Improve the training given to the staff of the service desk function
- Question List (47q)
- Question 1: An IT team in a large multinational organization wants to do...
- Question 2: An organization is evaluating the advantages and disadvantag...
- Question 3: A commercial service provider is creating a new strategic pl...
- Question 4: An organization that has been successful in the past is now ...
- Question 5: What should be done FIRST when designing a customer journey?...
- Question 6: The IT team in a large enterprise is replacing an important ...
- Question 7: How can an organization facilitate positive outcomes and exp...
- Question 8: A customer is retiring a service and has terminated the cont...
- Question 9: What helps people to understand the value of an initiative, ...
- Question 10: A service provider is tracking the likelihood of service fai...
- Question 11: Which statement BEST describes the role of IT staff in risk ...
- Question 12: A consumer organization is making significant changes to the...
- Question 13: An organization is negotiating and agreeing the service leve...
- Question 14: A customer usually has good control of a service provider in...
- Question 15: A bank provides an online banking service to external users....
- Question 16: An IT department is working with the organization's marketin...
- Question 17: An employee has some concerns at work but does not share thi...
- Question 18: After completing an online training course, the employees of...
- Question 19: Which activity, carried out by both the service provider and...
- Question 20: An organization is using an out-of-the-box service from a la...
- Question 21: Which is the BEST approach for a service consumer to use whe...
- Question 22: Governance is a core component of the service value system. ...
- Question 23: Which domain involves running experiments to decide how to r...
- Question 24: An organization is a market leader for software that has see...
- Question 25: An organization works in a highly regulated industry. A new ...
- Question 26: In service relationships, what is a benefit of identifying c...
- Question 27: An organization is considering how a new service will be sup...
- Question 28: A team is evaluating commercial software products in an effo...
- Question 29: Which statement about employee surveys is CORRECT?...
- Question 30: what should be included in an organization's approach to ris...
- Question 31: An organization provides an online portal that its employees...
- Question 32: An organization in a highly-regulated industry is considerin...
- Question 33: Users are complaining that service desk agents do not listen...
- Question 34: An organization is receiving complaints about the performanc...
- Question 35: At which steps in the customer journey should the approach t...
- Question 36: An IT service provider is carrying out an internal assessmen...
- Question 37: The service desk procedure for printer incidents is to verif...
- Question 38: Which statement about the end-to-end customer journey is COR...
- Question 39: Which statement about service requests is CORRECT?...
- Question 40: Which TWO are examples that can be handled as service reques...
- Question 41: Which activity does a service provider carry out as part of ...
- Question 42: A service provider wants to use a technology-generated appro...
- Question 43: An organization introduced a dedicated team of support agent...
- Question 44: A legacy financial system requires the user to manually ente...
- Question 45: An internal IT service provider does not have all the skills...
- Question 46: An organization wants to provide its employees with a limite...
- Question 47: Which BEST describes the primary role of a governing body?...
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