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Question 1. What is a best practice for helping ITCertKeys.com who feels inconvenienced? A. Allocate the blame appropriately. B. Apologize for any poor service the customer received. C. Escalate the call to your supervisor. D. Pass the call to a technical specialist. Answer: B Question 2. What is the most important role of support centre services? A. Support centre services provide technical solutions to all calls. B. Support centre services serves as the customer single point of contact. C. Support centre services educate customers about application software. D. Support centre services provide the customer with a department to blame. Answer: B Question 3. What is the most important reason for logging all incidents? A. Logging all incidents allows you to fill all the fields in the incident management system. B. Logging all incidents creates a personal database. C. Logging all incidents creates an audit trail. D. Logging all incidents helps you prove that you were right. Answer: C Question 4. What is the best reason for using paraphrasing? A. Using paraphrasing gives the customer a chance to tell you if you have understood them. B. Using paraphrasing increases the customer knowledge of technical terminology. C. Use paraphrasing to repeat the customer words back to them. D. Use paraphrasing to tell the customer what they should have done. Answer: A Question 5. What is the best reason for reporting all security compromises? A. Reporting security compromises aids in apprehending and prosecuting offenders. B. Reporting security compromises demonstrates that the security policy is working. C. Reporting security compromises facilitates the monitoring of security policies. D. Reporting security compromises helps prevent similar breaches in the future. Answer: D Question 6. Which statement best describes unsuccessful teams? A. Unsuccessful teams are proactive. B. Unsuccessful teams contain unmotivated team members. C. Unsuccessful teams have sufficient time to perform tasks. D. Unsuccessful teams set clear goals. Answer: B Question 7. What type of question will best encourage ITCertKeys.com to talk more about their incident? A. Closed questions. B. Open questions. C. Technical questions. D. Personal questions. Answer: B Question 8. What should you do if you are helping ITCertKeys.com who has difficulties in communicating because of language differences? A. Let the team know about this problem call. B. Ask the customer to write their question down. C. Tell the customer to call back later. D. Transfer the call to a supervisor. Answer: B Question 9. What is a best practice for acknowledging ITCertKeys.com feelings? A. Agree with the customer comments about the Support Centre. B. Include the customer in the resolution process. C. Reprimand the customer for their tone of voice. D. Tell the customer that they have a serious incident. Answer: B Question 10. Which of the following techniques is the best one for reducing and eliminating conflict during a call? A. Match the customer attitude. B. Refrain from interrupting the customer. C. Stop using the customer name. D. Tell the customer you feel sorry for them. Answer: B Question 11. Which of the following two metric calculations do not impact customer satisfaction? (Choose two) A. Average Talk Time B. Abandonment Rate C. First Call Resolution Rate D. Averaged Speed of Answer E. Average After Call Work Time Answer: A, E Question 12. Which statement best describes your role in the incident management process? A. Conduct customer satisfaction surveys for each incident. B. Escalate all incidents to other groups. C. Log and document all incidents. D. Resolve each incident to the customer satisfaction. Answer: C Question 13. What is a best practice for dealing with an abusive customer? A. Ignore the customer language. B. Maintain your professionalism. C. Show empathy and sympathy. D. Use your active listening skills. Answer: B Question 14. What is the best description of your role in supporting customers? A. Ensure that the customer complies with the SLA. B. Manage the customer expectations. C. Pass all customer inquiries to level 2 support. D. Resolve all customer incidents without escalation. Answer: B Question 15. Which statement best describes the concept of teamwork? A. Teamwork involves competing with others to prove you are the best. B. Teamwork involves having all team members participate. C. Teamwork involves keeping ideas to yourself in case they do not work. D. Teamwork involves working separately to achieve personal goals. Answer: B
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Question 1.
An administrator should configure Link Aggregation on a 7000 NetScaler system when __________. (Choose the correct option to complete the sentence.)
A. redundancy on a half duplex operation is required
B. redundancy on an operation across multiple data rates is required
C. the bandwidth requirements inbound to or outbound from the Netscaler are greater than 1
Gb/sec
D. the bandwidth requirements inbound to or outbound from the Netscaler are greater than 8
Gb/sec
Answer: C
Question 2.
Scenario: An administrator must set up a NetScaler system network with USIP mode enabled. The NetScaler must be able to preserve client IP addresses in TCP/IP packets reaching the backend servers except for connections coming from particular IP addresses that are defined in an ACL. In the case of connections coming from the IP addresses defined in the ACL, the packets reaching the back-end servers should receive the NetScaler IP address instead of the client IP address.
On which entity should RNAT be configured to meet the requirements in this scenario according to best practices?
A. ACL
B. Client
C. Virtual server
D. Back-end server
Answer: A
Question 3.
How can an administrator configure a health check for a server receiving HTTP traffic so that it monitors the responses of the server to actual client requests as opposed to probes whenever possible?
A. Use the default TCP monitor
B. Configure an HTTP-ECV monitor
C. Configure an HTTP-Inline monitor
D. Use the TCP monitor with the transparent parameter selected
E. Configure an HTTP monitor with the transparent parameter selected
Answer: C
Question 4.
An administrator configured cache redirection and needs to provide a report of how that feature is functioning in the network environment.
What can the administrator use to see a graphical representation of the statistics for the vserver performing the cache redirection?
A. The monitor view for the service bound to the correct vserver
B. The chart option in the Dashboard once the correct vserver is selected
C. The chart option in the Dashboard for the service bound to the correct vserver
D. The request and response rates option in the Dashboard oncete correct vserver is selected
Answer: B
Question 5.
Page 2 of 24
An administrator has just enabled caching and wants to make sure that this will positively impact server performance.
Which information can the administrator get from the Dashboard to determine whether server performance was positively affected by enabling caching?
A. Client connection count increases
B. Server side request rate increases
C. Client connection count decreases
D. Server side request rate decreases
Answer: D
Question 6.
An SNMP manager attempted to poll for an OID but received the error message: "response timeout."
Which option could the administrator have misconfigured for SNMPv2 to cause this error message?
A. SNMP trap
B. SNMP user
C. SNMP group
D. SNMP community
Answer: D
Question 7.
Which SNMP trap must an administrator configure to be informed when the response time for a monitor probe that had exceeded the set threshold returns to normal?
A. entityup
B. entitydown
C. monRespTimeoutAboveThresh
D. monRespTimeoutBelowThresh
Answer: D
Question 8.
Scenario: An administrator needs to create a health check that will mark an HTTP service down if the bound monitor probe fails. The administrator wants to create a monitor and configure the health check so that a trap is sent if the monitor probe reply exceeds 20 milliseconds.
How can the administrator create the monitor for this health check using the command line interface?
A. setmon monitor-HTTP-1 HTTP -interval 20 milli
B. add lbmon monitor-HTTP-1 HTTP -interval 20 milli
C. setmon monitor-HTTP-1 HTTP -resptimeout 20 milli
D. add lbmon monitor-HTTP-1 HTTP -resptimeout 20 milli
Answer: D
Question 9.
Scenario: An administrator is planning on configuring health checks for services bound to web servers 1 and 2 which are listening on TCP port 80 for HTTP and TCP port 443 for HTTPS. Service1 receives the encrypted traffic and Service 2 receives the clear text traffic.
How should the administrator create the monitor for Service1 using the command line interface?
A. setmon monitor-SVC1-Mon TCP -secure YES
B. add lbmon monitor-SVC1-Mon HTTP -secure YES
C. setmon monitor-SVC1-Mon HTTP -transparent NO
D. add lbmon monitor-SVC1-Mon TCP -transparent NO
Answer: B
Question 10.
DRAG DROP
Scenario: A multinational company operates in areas where there is significant threat of natural disaster. The administrator decides to create redundancy in their network because of a continuous power outage threat at the South America site. The company also has two sites in North America, one near New York and the other near the San Andreas fault line, a site of frequent earthquakes and tremors. The company also has a site in Tokyo, Japan, which experiences several natural disaster threats. The company plans to use a NetScaler system for load balancing and to prevent interruption of network services because of a local natural or human disaster.
Would a high availability (HA) deployment resolve the issue described in the scenario, and if so, how should the HA nodes be paired?
Click the Task button to answer.
Click the Exhibit button for instructions on how to complete a Drag and Drop item.
Answer:
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