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Question 1.
An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D
Question 2.
Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A
Question 3.
What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A, B, C
Question 4.
Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent.
Based on these reports, what should the manager do to improve the support organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A
Question 5.
A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B
Question 6.
What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: 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. When an investigator contacts by telephone the domain administrator or controller listed by a whois lookup to request all e-mails sent and received for a user account be preserved, what U.S.C. statute authorizes this phone call and obligates the ISP to preserve e-mail records? A. Title 18, Section 1030 B. Title 18, Section 2703(d) C. Title 18, Section Chapter 90 D. Title 18, Section 2703(f) Answer: D Question 2. Item 2If you come across a sheepdip machine at your client site, what would you infer? A. Asheepdip coordinates several honeypots B. Asheepdip computer is another name for a honeypot C. Asheepdip computer is used only for virus-checking. D. Asheepdip computer defers a denial of service attack Answer: C Question 3. In a computer forensics investigation, what describes the route that evidence takes from the time you find it until the case is closed or goes to court? A. rules of evidence B. law of probability C. chain of custody D. policy of separation Answer: C Question 4. How many characters long is the fixed-length MD5 algorithm checksum of a critical system file? A. 128 B. 64 C. 32 D. 16 Answer: C Question 5. CORRECT TEXT To calculate the number of bytes on a disk, the formula is: CHS** Answer: number of circles x number of halves x number of sides x 512 bytes per sector Answer: number of cylinders x number of halves x number of shims x 512 bytes per sector Answer: number of cells x number of heads x number of sides x 512 bytes per sector Answer: number of cylinders x number of halves x number of shims x 512 bytes per sector Answer: Pending Question 6. You are using DriveSpy, a forensic tool and want to copy 150 sectors where the starting sector is 1709 on the primary hard drive. Which of the following formats correctly specifies these sectors? A. 0:1000, 150 B. 0:1709, 150 C. 1:1709, 150 D. 0:1709-1858 Answer: B Question 7. A honey pot deployed with the IP 172.16.1.108 was compromised by an attacker . Given below is an excerpt from a Snort binary capture of the attack. Decipher the activity carried out by the attacker by studying the log. Please note that you are required to infer only what is explicit in the excerpt. (Note: The student is being tested on concepts learnt during passive OS fingerprinting, basic TCP/IP connection concepts and the ability to read packet signatures from a sniff dump.) 03/15-20:21:24.107053 211.185.125.124:3500 -> 172.16.1.108:111 TCP TTL:43 TOS:0x0 ID:29726 IpLen:20 DgmLen:52 DF ***A**** Seq: 0x9B6338C5 Ack: 0x5820ADD0 Win: 0x7D78 TcpLen: 32 TCP Options (3) => NOP NOP TS: 23678634 2878772 =+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+= 03/15-20:21:24.452051 211.185.125.124:789 -> 172.16.1.103:111 UDP TTL:43 TOS:0x0 ID:29733 IpLen:20 DgmLen:84 Len: 64 01 0A 8A 0A 00 00 00 00 00 00 00 02 00 01 86 A0 ................ 00 00 00 02 00 00 00 03 00 00 00 00 00 00 00 00 ................ 00 00 00 00 00 00 00 00 00 01 86 B8 00 00 00 01 ................ 00 00 00 11 00 00 00 00 ........ =+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+= 03/15-20:21:24.730436 211.185.125.124:790 -> 172.16.1.103:32773 UDP TTL: 43 TOS:0x0 ID:29781 IpLen:20 DgmLen:1104 Len: 1084 47 F7 9F 63 00 00 00 00 00 00 00 02 00 01 86 B8 A. The attacker has conducted a network sweep on port 111 B. The attacker has scanned and exploited the system using Buffer Overflow C. The attacker has used a Trojan on port 32773 D. The attacker has installed a backdoor Answer: A Question 8. The newer Macintosh Operating System is based on: A. OS/2 B. BSD Unix C. Linux D. Microsoft Windows Answer: B Question 9. Before you are called to testify as an expert, what must an attorney do first? A. engage in damage control B. prove that the tools you used to conduct your examination are perfect C. read your curriculum vitae to the jury D. qualify you as an expert witness Answer: D Question 10. You are contracted to work as a computer forensics investigator for a regional bank that has four 30 TB storage area networks that store customer data. What method would be most efficient for you to acquire digital evidence from this network? A. create a compressed copy of the file with DoubleSpace B. create a sparse data copy of a folder or file C. make a bit-stream disk-to-image file D. make a bit-stream disk-to-disk file Answer: C Question 11. You are working for a large clothing manufacturer as a computer forensics investigator and are called in to investigate an unusual case of an employee possibly stealing clothing designs from the company and selling them under a different brand name for a different company. What you discover during the course of the investigation is that the clothing designs are actually original products of the employee and the company has no policy against an employee selling his own designs on his own time. The only thing that you can find that the employee is doing wrong is that his clothing design incorporates the same graphic symbol as that of the company with only the wording in the graphic being different. What area of the law is the employee violating? A. trademark law B. copyright law C. printright law D. brandmark law Answer: A
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