f a service desk is providing multi-channel support, ____. a. analysts' writing skills have less importance because customers often use self-service options and don't interact with analysts b. customers typically contact the service desk for less complex and simpler incidents and service requests as they can be resolved quickly c. there is less of a need to develop, maintain, and support the service desk's systems as most technology is integrated d. analysts must ensure that they are capturing the data needed to efficiently and effectively manage the various support channels