Answers to Review Questions
643
13.
D. Telephony is only available via the Web site.
14.
C. There are only four priorities at this point.
15.
A, B, E. The complete list of what needs to be given consists of the fol-
lowing: contract number, serial number, show tech-support output,
name, phone number, e-mail, company name.
16.
A, B, C, D. These are all valid descriptions. They are listed as Priority
2, 4, 1, 3, respectively.
17.
A. The Case Management Toolkit is the tool designed to provide
online case management.
18.
A, B, C, D. These are valid methods of contacting and working with
the TAC.
19.
C, D. These methods are used to notify customers of any major recent
problems or bugs that have surfaced.
20.
A, B, C, D, E. All of these are valid points when working with TAC.
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