824 Copyright Goodheart-Willcox Co., Inc. LEARNING OUTCOMES ■ Discuss common organizational models for customer support. ■ Identify best practices for providing documentation to employees and customers. ■List best practices for change management. ■ Recognize important communication skills for the workplace. ■ Identify the key steps related to handling an incident involving prohibited content or activity. Customer Support, Communication, and Professionalism EXAM 220-1002 + 4.0 Operational Procedures ■ 4.1 Compare and contrast best practices associated with types of documentation. ■ 4.2 Given a scenario, implement basic change management best practices. ■ 4.6 Explain the processes for addressing prohibited content/activity, and privacy, licensing, and policy concepts. ■ 4.7 Given a scenario, use proper communication techniques and professionalism. 24 A+ CERTIFICATION EXAM OBJECTIVES Th e following A+ Certifi cation Exam Objectives are covered in this chapter. CHAPTER call center chain of custody customer support depot technician emoticons help desk live support professionalism teamwork KEY TERMS