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chapter 3 case project 1

WRK Systems,

Inc.

You have been hired as a consultant to help a new service desk develop scripts and call-handling procedures. The service desk has an incident management system that uses the customer’s product number to retrieve the customer’s profile. The service desk manager wants analysts to request this information when answering the telephone. Develop a script that analysts can use when answering the telephone. Propose the script to the service desk manager, and