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:

Hippocampus

A region of the brain that plays a major role in learning and memory.

Memory

The faculty by which the mind stores and remembers information, enabling learning and retention of experiences and knowledge.

Research

The systematic investigation into and study of materials and sources in order to establish facts and reach new conclusions.

Thalamus

A structure in the brain that acts as a relay station for sensory and motor signals to the cerebral cortex, playing a key role in processing and transmitting information.