Which concept refers to identifying required staffing based on projected volume?

A customer could not get through to a support representative when calling the Help Desk in the morning. He
had to call back later. Which metric captures this situation?

What contributes most to creative and effective problem solving?

What should you use to define a Help Desk’s role in an organization?

When the morale of the team is low, which two points of personal leverage can you use to help motivate your
staff? (Choose two)

What are two roles of expert systems in Help Desk applications? (Choose two)

Which two commonly used technologies provide near real-time feedback on organizational performance?
(Choose two)

What should the Help Desk consider when working with different customers?

What are two benefits of external outsourcing?

Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the
results? (Choose two)