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9 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Documentation should consist of:
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Record every CST contact, Use common language, document all info and employ a journalism standard
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Chapter 4-4
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Use a journalism style writing
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Just the facts
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How many incidents should be documented in Printer issue
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B. Two
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Chapter 4-11
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What piece of information is NOT necessary to document regarding printer-mapping issue
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The customer is not happy etc.
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Select the piece of info that is NOT necessary to the monitor request
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The size of the monitor
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Effective knowledge management can transform a support center into a _______ for the entire organization and position themselves for ______
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Center of Knowledge
Success |
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A knowledgebase is:
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the repository for storing all of the information in an organized and structured way for use by CST, support professionals.
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By following _______ you ensure that the information you collect is ___ and ____
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Best Practice Procedures
Accurate and consistent |
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The value is _____, made easily accessible to all stakeholders, resulting in savings of ___ and _____ for support professionals
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organized information
time and fustration |
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