What is the most likely benefit of implementing a knowledge management system in a support center?
A. Implementing a knowledge management system allows the support center to cut back on its hours of operation.
B. Implementing a knowledge management system keeps ownership of knowledge in the support center.
C. Implementing a knowledge management system promotes competition among support teams.
D. Implementing a knowledge management system reduces the time needed to train new employees.
What is a best practice for retaining valuable members of your team?
A. Avoid criticizing the members of your team.
B. Let the members of your team figure out the job for themselves.
C. Pay less than the industry average for the position.
D. Provide your employees with a clear career path.
What process includes performing root cause analysis?
A. Incident management
B. Knowledge management
C. Problem management
D. Time management
What is the best description of a hot continuity site?
A. A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
B. A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
C. A hot continuity site is required in frigid climates if equipment is sensitive to cold.
D. A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
What is a best practice for ensuring that you are continuously learning?
A. Create an individual development plan for yourself.
B. Go to industry shows every month.
C. Solicit Web site recommendations from colleagues.
D. Swap jobs with colleagues in other departments.
What is the primary purpose of customer satisfaction surveys?
A. Customer satisfaction surveys determine if the support center is following the service level agreement.
B. Customer satisfaction surveys establish a basis for future pay raises.
C. Customer satisfaction surveys identify what customers feel is important.
D. Customer satisfaction surveys show upper management that the support center is busy.
What is the most likely benefit of implementing a knowledge management system in a support center?
A. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
B. Implementing a knowledge management system helps build rapport among teams in the support center.
C. Implementing a knowledge management system increases the customer's dependence upon support services.
D. Implementing a knowledge management system supports computer-telephony integration.
What is the most important element of a successful support center with regard to the customer?
A. Contacting the customer on time
B. Satisfying the customer
C. Surveying the customer
D. Tracking customer interactions
What is the primary advantage of using self-help tools in a support center?
A. Self-help tools encourage more customers to call for support.
B. Self-help tools improve the rapport between customers and analysts.
C. Self-help tools keep customers dependent on the support center.
D. Self-help tools provide consistent responses to repetitive requests.
What is the best description of multitasking in a support center?
A. Multitasking is dealing with incidents and problems simultaneously.
B. Multitasking is managing the support center without help from your team.
C. Multitasking is taking as many calls as possible with the fewest number of analysts.
D. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
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