A Second-Line Help Desk Operator Would Most Likely

question 38

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 quickly find answers.
• D) None of the duties listed above pertain to second-line help desk personnel.

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Definitions:

Statistical Significance

A measure that indicates whether the results obtained from a sample are unlikely to occur due to chance alone, typically determined by a p-value.

Propinquity

The state of being close to someone or something in terms of distance or relationship, fostering bonds or interactions.

Reciprocity

The practice of exchanging things with others for mutual benefit, especially privileges granted by one country or organization to another.

Synergy

The combined effect of a group that exceeds the sum of the effects of the individual parts.