What is the best description of a critical thinker?
A. A critical thinker critiques in order to redesign and remodel.
B. A critical thinker expresses sympathy to meet the needs of customers.
C. A critical thinker is able to discover weaknesses and risks.
D. A critical thinker leverages intuition appropriately.
What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?
A. Automatic call distributor
B. Customer management system
C. Personal digital assistant
D. Remote control
What is the most common disadvantage of IT configuration management programs?
A. IT configuration management programs are labor intensive.
B. IT configuration management programs are prohibitively expensive.
C. IT configuration management programs do not meet customers' needs.
D. IT configuration management programs have a low return on investment (ROI).
What is the most appropriate situation for providing deskside support?
A. Providedeskside support if the customer doesn't understand the service level agreement.
B. Providedeskside support if the support center is not busy.
C. Providedeskside support if you must replace the customer's hardware.
D. Providedeskside support if you need to calm the customer down.
Which statement best describes IT configuration management?
A. IT configuration management controls the support center's hardware.
B. IT configuration management is a comprehensive IT library.
C. IT configuration management is lifecycle management for IT equipment.
D. IT configuration management restricts the improper use of software.
What is the best way to stay current with support industry developments?
A. Discuss key customer demands with colleagues.
B. Join industry-related groups.
C. Read books by famous management experts.
D. Spend occasional time on vendor's Web sites.
What is the best description of remote control?
A. Remote control allows the analyst to control which applications a customer can use from a remote location.
B. Remote control allows the analyst to take control of the customer's PC from a remote location.
C. Remote control allows the analyst's supervisor to take control of a call from a remote location.
D. Remote control allows the customer to control which analyst will provide support.
What best describes the support center's responsibility in the release management process?
A. The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
B. The support center is responsible for installing new hardware and software for its customers.
C. The support center is responsible for making sure that customers always have the newest equipment and software.
D. The support center is responsible for technically evaluating all new releases.
What is the most likely benefit of having a good marketing strategy for the support center?
A. A good marketing strategy decreases the total cost of ownership for the support center.
B. A good marketing strategy gives the support center's analysts more accountability.
C. A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
D. A good marketing strategy decreases the support center's headcount.
What is a key principle of negotiation with customers?
A. Determine the customer's underlying need and seek a mutually beneficial solution.
B. Focus on the individual rather than on the resolution.
C. Seek a solution that aligns with support center policies and processes.
D. Stick to the facts and ignore the customer's emotions.
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