Which of the following are good questions to ask a client who tells you 'My computer is not working'?

What is the name given to the process of assigning a service request to a higher support level?

Which term refer to the average time that an executive spends actually talking to a customer on the phone?

A business employee calls the help desk of an internet service provider to report that his internet speed is below the promised speed. Which task should be done first?

Having learned a significant amount of helpdesk terminology, which do you see as essentially the role of the helpdesk operator?

Troubleshooting technology problems can best be described as a(n) ____.

Which of the following are important when dealing with a helpdesk customer over the telephone?

Which statement is true about the Call Capture Rate (CCR)?

What is an 'online trouble ticket system'?

Best demonstrate a helpdesk that is clearly functioning well and ready to help callers?

Which does the call cycle time include?