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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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Question 1. DRAG DROP Drag drop Answer: Explanation: Question 2. The Acme Jet Boats Company is installing an IP videoconferencing system in the corporate office. Users need the ability to dial out to external H.320 videoconferences. The company is installing a videoconferencing gateway, but is concerned that outside callers may be able to dial the gateway and then hairpin back out to the PSTN. What does Cisco recommend to ensure that this cannot happen? A. Use the "#" digit in the service prefix so thathairpinned call attempts will fail. B. Configure the CiscoCallManager so that the gateway terminates hairpinned calls. C. Configure the gateway to allow only outgoing calls that originate internally. D. Set up the gatekeeper to allow only outgoing calls that originate internally. Answer: A Question 3. The Greene Oat Company has a central site that is connected to a branch office via a 1.544 Mbps T1 Frame Relay circuit. The branch office has 20 video-enabled users in it. Least cost routing is used. It is required that all 20 users are able to use video services simultaneously for internal calls. Which solution best meets this objective? A. Use the Retry Video Call as Audio feature to reroute video calls as voice-only calls if they exceed the available bandwidth. B. Deploy an IP-videoconferencing video gateway at the branch office and not bother with LCR. C. Upgrade the 1.544-Mbps T1 circuit to higher bandwidth. D. Route video calls up to the central site in order to save on toll charges. Answer: C Question 4. One of your customers, a military contractor, is very concerned about security. The customer needs to be able to provide videoconferencing for H.323 endpoints across the IP telephony network; however, the customer must be able to hide the IP addresses of the H.323 endpoints in the video network. Which three technologies allow the customer to provide these functions? (Choose three.) A. DNS/WINS B. a proxy server and a firewall C. IPCC D. a directory gatekeeper E. an IP-to-IP gateway F. a Cisco MCM proxy Answer: B, E, F Question 5. Which three factors must be considered when designing a H.323 videoconferencing dial plan? (Choose three.) A. the number of sites in the enterprise B. the incoming PSTN call routing method C. the number and location of gatekeepers D. the videoconferencing features and applications to be deployed E. the location of voice gateways F. the DNs and location of conferencing MCUs to be deployed Answer: A, B, F Question 6 In which order does a H.323 client send H.225 setup messages to the servers in a Cisco CallManager cluster? A. The H.323 client will send the H.225 setup message to a different server in the cluster for each call, to facilitate load balancing and redundancy. B. The H.323 client will send H.225 setup messages to the terminating H.323 endpoint to set up the call. C. The H.323 client will request a route to a destination from the gatekeeper, and the gatekeeper will send the call to the Cisco CallManager server that is configured with the highest priority. D. The H.323 client will send H.225 messages to the primary, secondary, and tertiary servers in the Cisco CallManager group in sequential order; the first server that responds will handle the call. Answer: C Question 7. Which two Cisco Unified MeetingPlace Express features can be accessed through the IP phone user interface? (Choose two.) A. Mute orunmute another attendee's phone. B. Use 0# to get assistance from Cisco TAC. C. View roster of all invited attendees. D. Set profile for a new meeting. E. View current speaker. F. Join a breakout session. Answer: E, F Question 8. DRAG DROP Drag drop Answer: Explanation: Question 9. Which two are the suggested minimum web-conferencing requirements for using Cisco Unified MeetingPlace Express in a LAN or WAN environment? (Choose two.) A. LAN-There is a minimum 400-kbps downstream bandwidth and presenters have a 1000-kbps upstream bandwidth. B. DSL-There is a minimum 200-kbps downstream bandwidth and presenters have a 200-kbps upstream bandwidth. C. DSL-There is a minimum 200-kbps downstream bandwidth and presenters have a 400-kbps upstream bandwidth. D. LAN-There is a minimum 400-kbps downstream bandwidth and presenters have a 400-kbps upstream bandwidth. E. DSL-There is a minimum 1000-kbps downstream bandwidth and presenters have a 1000-kbps upstream bandwidth. Answer: B, D Question 10. Bob's Bicycles recently implemented a H.323 videoconferencing solution, and wishes to conduct videoconferences with the main supplier over the extranet using the existing four-digit numbering plan at each company. Due to overlapping dial plans, the called digits must be manipulated to allow the video calls to be completed. Which solution can support this? A. gatekeeper B. directory gatekeeper C. H.323 proxy D. IP-to-IP gateway Answer: D
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