For service desks that use e-mail as their primary communication channel with customers, e-mail management systems enable them to efficiently manage high-volume chat, e-mail, and Web form messages.
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Q9: Simultaneous screen transfer is a function that
Q10: If services such as ANI, DNIS, and
Q11: With the increased availability of more complex
Q12: When using e-mail, service desks often use
Q13: Creating a standard opening or closing to
Q15: One of the reasons that the Web
Q16: By logging all incidents and service requests,
Q17: If an organization wants an ITIL-compatible tool
Q18: Companies tend to change their incident management
Q19: In the context of the DIKW hierarchy,
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