Provalus - October 2022 #2

1. Relaxing exchange, verbal nods, being adaptable, respecting cultural differences and avoiding assumptions are all part of what?
3. A library of information, usually hosted on a specific server.
5. An online resource for backups, storage, AD management, and system resources.
6. This lets you log into 1 utility that then handles the security for all subsequent applications.
8. Feeling what another feels.
9. This inhibits curosity.
11. A hardware device that connects externally to a computer system.
13. A type of smile that involves the eyes.
15. The amount of curosity a person displays.
16. Stored on ROM, this is responsible loading drivers and starting the boot-up process.
18. The part of an email that greets the recipient.
19. A test run by the computer that ensures the hardware is present and in working order.
21. Trust but __________.
22. Files that contain information about software, especially when something goes wrong.
23. When you can finally tell an irate caller to calm down.

2. When a ServiceNow issue has been fixed.
4. To help calm down an end-user who is having a bad day and taking it out on you.
6. Opposite of DHCP.
7. What you should view as learning experiences.
10. To adjust your style of questioning to the caller's skill level.
11. 'When did it start' and 'What changed' are examples of what type of question?
12. Fortifying a connection with a caller is called building a ______________?
14. Quality in the voice that expresses the speaker's feelings or thoughts, often toward the person being spoken to.
17. Use this rule to make sure things remain as uncomplicated as possible when resolving customer issues.
18. Microsoft's web-based collaborative utility used primarily for document management.
20. Microsoft's cloud storage.