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Glossary of Help Desk Terms
by Help Desk Institute, softcover, 36 pages, $19.95



What's the difference between escalating and elevating a service request?  How does case-based reasoning compare to a decision-tree structure?  And how do the terms call, problem, and service request differ?  Find out in this guide to understanding the unique language of customer support.  This glossary will help you communicate more effectively with professionals from all corners of the help desk and customer support industry.

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Last modified January 18, 2012