A Second-Line Help Desk Operator Would Most Likely

question 71

Multiple Choice

A second-line help desk operator would most likely

• A)handle complicated queries requiring research.
• B)provide callers with scripted answers.
• C)use expert systems to resolve issues.
• D)handle less complicated queries requiring research.

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Definitions:

AFL

The American Federation of Labor; a historic national federation of labor unions in the United States, established in 1886.

Bargaining Strength

The power that parties have during negotiations, influenced by their resources, alternatives, and strategies.

Economic Power

The ability of a country, corporation, or group to influence economic events, conditions, and policies at a local, national, or international level.

Large Corporations

Companies that operate on a grand scale in terms of revenue, employees, or market share, and usually have a wide geographical presence.