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Question 1.
Which three should be included in the professional development plans for your staff?
(Choose three)
A. a list of classes available in your corporate training center.
B. a list of training programs that the staff member should take in the month ahead.
C. an assessment of each member's strengths and weaknesses in comparison to those that are
required for the current position
D. an assessment of each member's strengths and weaknesses in comparison to those that are
required for the next job which the staff member is seeking
Answer: B, C, D
Question 2.
How can you motivate others to seek guidance?
A. emphasize changing behaviors rather than people.
B. Provide incentives that are challenging yet attainable
C. Use personal visits as an opportunity for employee feedback, support, and mentoring
D. Evaluate performance of team members and provide support to facilitate optimum
performance.
Answer: C
Question 3.
What are two benefits of protecting and enhancing the image of the Help Desk?
(Choose two)
A. timely call avoidance
B. reduced resolution rates
C. potential business growth
D. improved employee morale
Answer: C, D
Question 4.
Service Level Agreement document the level of service provided as well as the level at which service is provided by which party?
A. customer
B. stake holder
C. service connection
D. Help Desk manager
E. Service-level managers
Answer: A
Question 5.
Which commonly used technology supports workflow management within a Call Management System?
A. fax
B. voice mail
C. automated alerts
D. broadcast messaging devices
Answer: C
Question 6.
You are supporting someone from a different culture. How can you improve your communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B, C, D
Question 7.
Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B, C, D
Question 8.
Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A, B, E
Question 9.
Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time employees
D. Contract employees are allowed to work hours that are not specifically defined by their
company.
Answer: C
Question 10.
What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and concerns.
Answer: A, B, D
Question 11.
Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B
Question 12.
Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B, C, D
Question 13.
Which practice is important in improving the supportive atmosphere found in an open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B
Question 14.
Which two service parameters are normally addressed in a Service Level Agreement?
(Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C, D
Question 15.
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A, C
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Question 1.
In general, how much space will a DB2 enabled Notes database utilize as compared to a replica in the standard NSF format?
A. Equal size
B. Half the size
C. Two times more
D. Four times more
Answer: D
Question 2.
The user name that creates the original DB2 database must be a member of which of the following groups?
A. SYSADM
B. MANAGERS
C. DB2ADMIN
D. ADMINISTRATORS
Answer: A
Question 3.
The DB2 Access server facilitates your use of the Lotus Domino Designer view functions for DB2.
Which of the following are enabled by installing the DB2 Access server?
A. Replication
B. DB2 group locking
C. ACLs and reader lists
D. DB2 container storage
Answer: C
Question 4.
You want to restrict simple search to enhance server performance by preventing users from searching databases on a server that do not have full-text search enabled.
In which of the following locations is this configured?
A. The server document
B. The server notes.ini
C. The server configuration document
D. The advanced properties of each database
Answer: D
Question 5.
Satchel, the Domino administrator, is attempting to implement design note compression on the resource database. He is unable, though, to see the property selection to enable this feature.
Which of the following is preventing him from seeing this selection in the database properties box?
A. He is not manager of the database
B. He has not deferred index creation
C. He has not enabled the new Domino 8 ODS
D. He does not have the designer client installed on his workstation
Answer: C
Question 6.
Martin has been directed to configure Sametime integration for Domino Web Access (DWA) on the Domino 8 server.
Which of the following is required in the server document for Sametime to function correctly inside of DWA?
A. Java Servlet Manager
B. HTTP Servlet Manager
C. Domino Servlet Manager
D. Sametime Servlet Manager
Answer: C
Question 7.
Which of the following is required on the WebSphere server for Lotus Notes users who use composite applications that contain portlet elements?
A. A Lotus Notes 8 client
B. Server client installer
C. The user's Lotus Notes id file
D. A Domino 8 server installation
Answer: B
Question 8.
Each time David restarts the agent manager, certain agents that should run only once are running unscheduled.
Which of the following steps may he perform to alleviate the issue while still allowing the agents to run as required?
A. Set the agents to run on server restart only
B. Remove the server name from the agent security tab
C. Set the agent manager not to start by removing it from the notes.ini server tasks line
D. Make copies of the necessary agents into a new database and move that database out of the
data directory until necessary
Answer: A
Question 9.
Troy, the Domino administrator, needs to update the Lotus Notes Standard 8.x users with a Lotus Notes maintenance release and a new shelf application.
Which of the following is needed to perform this update?
A. Smart Update
B. Siteupdate.nsf
C. Site Upgrade and Lotus Links
D. Smart Upgrade and Siteupdate.nsf
Answer: D
Question 10.
Directory assistance in Lotus Domino 8 enables you to specify when a secondary directory must be used only for authentication.
This provides which of the following features?
A. This blocks email from being forwarded to adjacent domains
B. This avoids NAMELookups to reduce the number of ambiguous Name dialog boxes
C. This help you validate your choice of host name for receiving authentication requests
D. This scans group member lists to ensure that each member exists in an available directory that
is configured in directory assistance
Answer: B
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