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

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- is a screen op? 8-Why are services desks able to deliver  high-quality support for supported (versus unsupported? products and services? 9- can you learn from customer satisfaction surveys? 10- do professional telephone skills ensure? —————————————————————– CHAPTER 4 QUESTIONS 1- role do technologies such as the telephone, IM, and chat play in delivering support? 2- role does email play in delivering support? 3- role does the web play in delivering support? 4-How are data and information different? 5- are the keys to a successful service desk web site? 6- is a “living” document? 7- 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.

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