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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
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Question 1.
Which of the following are Link State protocols?
A. BGP
B. RIP
C. OSPF
D. IS-IS
Answer: C, D
Question 2.
ECMP supports which of the following. Choose the best answer.
A. 8 equal-cost paths per destination learned from any protocol
B. 16 equal-cost paths per destination learned from any protocol
C. 8 equal-cost paths per destination learned from the same protocol and preference
D. 16 equal-cost paths per destination learned from the same protocol and preference
E. 4 equal-cost paths per destination
Answer: D
Question 3.
Which of the following statements best describes the function of the RTM?
A. From the router's route table, select the best routes to be installed in the FIB for forwarding
data.
B. Based on the metrics of the routingprotocol, chose the lowest cost route to be installed in the
route table.
C. Apply the BGP route selection criteria to select the best route to be installed in the route table.
D. Select the preferred route from the various routing protocols to be installed as the active route
in the route table.
E. Apply the assigned import and export policies to determine the routes to be advertised to the
router's neighbors.
Answer: D
Question 4.
What items are carried in a typical classless routing update? Select the best answer.
A. Network address, mask and metric
B. Network address and metric
C. Prefix and mask
D. prefix, next-hop and metric
E. prefix and next-hop
Answer: A
Question 5.
Choose the most accurate statement about the connections between eBGP peers.
A. eBGP peers are usually directly connected to each other.
B. eBGP peers are always directly connected to each other.
C. eBGP peers are never directly connected to each other.
D. eBGP peers are usually directly connected to each other, unless they are in the same
autonomous system.
E. eBGP peers are usually not directly connected to each other, additional configuration is
required if they are.
Answer: A
Question 6.
What message is issued by a neighbor as a response to a valid Open?
A. Keepalive
B. Open
C. Exchange
D. Notification
E. Ping
Answer: A
Question 7.
Which of the following is not exchanged in a BGP Open message?
A. BGP version number
B. The local AS number
C. The hold time
D. Thekeepalive timer
E. The Router ID
Answer: D
Question 8.
The state of one BGP neighbor shows Established, which of the following is false?
A. The router has established a complete session with that neighbor.
B. BGP can exchange update, notification andkeepalive messages with that neighbor
C. If thekeepalive timer expires, the local system sends a keepalive message and restarts its
keepalive timer
D. If the local system receives a notification message, it changes its state toOpenConfirm
E. Established is the operational state
Answer: D
Question 9.
Which of the following is a Well Known Mandatory attribute?
A. Origin Code
B. Local Preference
C. MED
D. AS Path
E. (a) and (d)
F. (b) and (d)
Answer: E
Question 10.
Which of the following is true, based on the AS Path list shown here? 65206 65111 65100
A. AS 65206 originated the route
B. AS 65111 is a transit AS
C. AS 65100 is a transit AS
D. AS 65100 originated the route
E. (b) and (d)
F. (a) and (c)
Answer: E
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