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Which of the following is a common quality assurance practice in a Service Desk?
Suggested Answer: B
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12 comments · newest first
VO
Vonda
12 months ago
Surprised that time management audits are even a thing in Service Desks.
MA
Marci
1 year ago
Totally agree with call monitoring! It's essential.
PA
Paulene
1 year ago
Employee satisfaction surveys? Really? That seems off.
JI
Jina
1 year ago
I think automatic incident numbering is more common.
TA
Tandra
1 year ago
Call monitoring is definitely a standard practice.
KR
Krystal
1 year ago
I’m a bit confused; I thought time management audits were more about efficiency than quality assurance. I guess I need to review that section again.
LO
Lourdes
1 year ago
Employee satisfaction surveys could be important, but I’m leaning towards call monitoring since it directly impacts service quality.
DU
Dulce
1 year ago
I remember practicing questions about quality assurance, and I feel like automatic incident numbering was mentioned a lot, but it seems less focused on quality.
KR
Kristofer
1 year ago
I think call monitoring is a key practice for quality assurance, but I’m not entirely sure if it’s the most common one.
MA
Margart
1 year ago
I'm a bit confused on this one. I know the Certificate Manager can handle automatic certificate refreshes, but I'm not sure about the default behavior. I'll have to read the question more carefully and think it through.
CA
Carey
1 year ago
A Spike sounds like the right approach here. It allows the team to quickly explore different ideas and solutions without getting bogged down.
MI
Micaela
1 year ago
For some reason, I'm leaning towards Bidirectional PIM. I feel like we did a practice question on that.