Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
The practice that uses technologies such as intelligent telephony systems, a knowledge base, and monitoring tools is the Service Desk. The Service Desk is responsible for providing a single point of contact between users and IT services. It utilizes various technologies to manage incidents and service requests efficiently, enhance customer experience, and ensure smooth IT operations. Tools like intelligent telephony systems, knowledge bases, and monitoring tools are integral to its functions.
Service desks use supporting technologies such as: • Intelligent telephony systems, incorporating computer-telephony integration, IVR, and automatic call distribution • Workflow systems for routing and escalation • Workforce management and resource planning systems • A knowledge base • Call recording and quality control • Remote access tools • Dashboard and monitoring tools • Configuration management systems
B is correct.
Service desk
Service desk
service desk