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This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. |
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