Please answer these questions from the book:

A Guide to Customer Service Skills for the Service Desk Professional, 4th edition

Author: Donna Knapp

ISBN: 9781305445871

Chapter 7 review questions

1) List two reasons that business skills are useful and increasingly required.

2) What are two factors that influence the business skills and knowledge required for a service desk job?

3) Describe three ways that people can learn business skills.

4) Individuals who want to advance in the support industry must move from knowing how to _______________ technology to how to _______________ technology to achieve business goals.

5) What is business and IT alignment?

6) List the four most common data categories captured by service desks.

7) How are customer records linked to incident records?

8) Describe two ways that customer data is used.

9) Describe two ways that incident data is used.

10) Describe two ways that status data is used.