QUESTION NO: 1
What best describes the support center's responsibility in the release management process?
What best describes the support center's responsibility in the release management process?
Correct Answer: D
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QUESTION NO: 2
What is the best way to get audience participation during a presentation?
What is the best way to get audience participation during a presentation?
Correct Answer: D
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QUESTION NO: 3
To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?
To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?
Correct Answer: B
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QUESTION NO: 4
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____
Correct Answer: A
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QUESTION NO: 5
Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?
Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?
Correct Answer: B
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QUESTION NO: 6
Which three statements about contract staffing are true? (Choose three)
Which three statements about contract staffing are true? (Choose three)
Correct Answer: A,B,C
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QUESTION NO: 7
Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)
Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)
Correct Answer: A,C,D
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QUESTION NO: 8
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
Correct Answer: D
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QUESTION NO: 9
A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________
A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________
Correct Answer: B
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QUESTION NO: 10
Which commonly used technology supports workflow management within a Call Management System?
Which commonly used technology supports workflow management within a Call Management System?
Correct Answer: B
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QUESTION NO: 11
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?
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?
Correct Answer: D
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QUESTION NO: 12
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
Correct Answer: C,D
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