Question 1.
Which three characteristics of a strategically-thinking help desk? (Choose three)

A. Transactional focus
B. Reactive focus
C. Proactive focus
D. Information giving focus
E. Integrated focus

Answer: B, C, D

Question 2.
When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Interactive Voice Response
B. Web Server
C. Telephony system
D. Call logging system

Answer: C, D

Question 3.
An upset, frustrated customer asks to speak to the help desk manager.

What is your most appropriate response? (Choose 1)

A. It would be easier to resolve this call if you calm down
B. I am sorry, but my manager is not available at the moment. May I get her to call you back
C. I am sorry, but my supervisor does not handle these situations, I can assist you
D. I appreciate your frustration with this, I have experienced this same problem many times

Answer: B

Question 4.
When communicating with ITCertKeys.com, it is best to avoid_______. (Choose two)

A. Apologies
B. Empathising
C. User of slang
D. Technical terms

Answer: C, D

Question 5.
You are speaking to ITCertKeys.com who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. 

What is the best action to take next? (Choose 1)

A. Close the call
B. Develop a multi-functional team to address the situation
C. Ask your team colleagues to concentrate on this problem with you
D. Explain to the customer what will happen next

Answer: D

Question 6.
Which question should you ask to best assess ITCertKeys.com's experience and knowledge level? (Choose 1)

A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that held to this situation?
D. Have you spoken with the systems administrator?

Answer: C

Question 7.
Which are two characteristics of active listeners? (Choose two)

A. They demonstrate sympathy
B. They use the customer's name
C. They avoid using verbal attends
D. They listen for, and recognise, emotion words

Answer: B, D 

Question 8.
What are the two most important points to remember in order to manage a call successfully? (Choose two)

A. Create a problem-solving work-flow
B. Use the same terminology as the customer
C. Clearly document the situation and the steps taken
D. Give the customer something to do

Answer: B, C 

Question 9.
Which are two characteristics of active listeners? (Choose two)

A. They acknowledge the customer
B. They know the process for escalating a problem
C. They restate/paraphrase to ensure understanding
D. They understand that evidence and reasoning are critical

Answer: A, C 

Question 10.
What are two purposes of an on-going (event) survey? (Choose two)

A. To evaluate overall satisfaction levels with products
B. To measure the quality of a single interaction
C. To assess satisfaction levels with all help desk services
D. To trend levels of customer satisfaction between annual (periodic) surveys

Answer: B, D

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