Final answer:
A script is a standard set of text and behaviors used in service desk practices for providing technical support. It provides a structured and consistent approach to addressing common issues and ensures accurate and efficient support for customers.
Step-by-step explanation:
A script is a standard set of text and behaviors that is commonly used in service desk practices, particularly in the context of providing technical support. A script helps guide support representatives in their interactions with customers by providing a structured and consistent approach to addressing common issues.
For example, a script may outline the steps to follow when troubleshooting a computer problem or provide a pre-written response for frequently asked questions. Scripts can also include prompts for gathering necessary information from customers and instructions on how to resolve specific technical issues.
This practice is beneficial in ensuring that customers receive accurate and efficient technical support, as well as maintaining a consistent level of service across different support interactions.