You are speaking to a customer 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. Develop a multi-functional team to address the situation.
B. Explain to the customer what will happen next.
C. Ask your team colleagues to concentrate on this problem with you.
D. Close the call.
A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask? (Choose 1)
A. What application are you trying to print from?
B. Is your printer networked?
C. Is your printer LAN connected?
D. Can anyone else print to the printer?
What is a principle of structured information gathering? (Choose 1)
A. Asking questions in a free-form manner.
B. Asking questions in a predetermined sequence.
C. Asking questions in a practiced manner.
D. Asking questions using a logical, methodical approach.
How can the help desk be of strategic benefit to the organisation? (Choose one)
A. It increases staff levels.
B. It ensures that customers speak only to the help desk personnel.
C. It ensures rigid adherence to operational policies.
D. It is a useful source of information.
What are the three most common reasons for having policies for data security? (Choose three)
A. The danger of users changing a hardware configuration.
B. The on-going viability of business operations.
C. The ever-present potential for disaster.
D. The danger of theft, vandalism, or hacking.
Which two are techniques for communicating cross culturally? (Choose two)
A. Speak carefully and loudly.
B. Ask lots of questions to check your understanding, even if it means interrupting them.
C. Slow the pace at which you speak.
D. Tell the customer you are having some difficulty in understanding them.
What are two components of a network? (Choose two)
A. Hub.
B. Remote support.
C. Ping.
D. Router.
What are the two most important uses for Computer Telephony Integration? (Choose 2)
A. It enables the manager to view help desk performance in real time.
B. It identifies callers to the help desk via screen pop.
C. It requires the customer to input data.
D. It prevents calls being queued.
E. It enables the blocking of unwanted calls.
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.
What are four characteristics of self-help technology in a support environment? (Choose four)
A. It can be impersonal.
B. It can be expensive to implement and maintain.
C. It is available 24/7.
D. It requires minimal maintenance.
E. It enables customers to help themselves.
F. It provides consistent responses to regular questions.
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