A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A. An inductive approach.

B. A deductive approach.

C. A sycophantic approach.

D. A synergistic approach.

What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A. Using a confident tone, tell the customer that you are unable to help them until tomorrow.

B. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.

What are two key reasons that can cause a team to fail? (Choose two)

A. The team has clear objectives.

B. The team lacks management support.

C. The team is cross-functional.

D. The team has multiple locations.

E. The team has insufficient time allocated for team activities.

What is the most effective method for ticket monitoring? (Choose 1)

A. Live service observations.

B. Service Level Agreements.

C. Monthly Change reports.

D. Follow up calls or surveys.

As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A. Effective demands for respect for your expertise.

B. Effective meeting management.

C. Effective facilitation.

D. Effective highlighting of individual shortcomings.

E. Effective discouragement of humour.

Which is a technique used in paraphrasing? (Choose 1) A. Using synonyms.

B. Using the passive voice.

C. Using complex sentence patterns.

D. Using parroting.

What is the best description of a help desk technology infrastructure? (Choose 1)

A. The management structure of information flow, processes, and systems that are controlled by the help desk.

B. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.

C. The basic architecture of a help desk and its systems that determine how it functions.

D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own. What is your next step? (Choose 1)

A. Download the software and prototype with the help desk.

B. Work with IT to implement the software.

C. Trend and analyse the number of password reset requests received at the help desk.

D. Review the software with the customer user group.

What are three key advantages of outsourcing? (Choose three)

A. Increased profitability.

B. Fewer resource requirements.

C. Lower capital outlay.

D. Decreased responsibility for customer satisfaction.

E. Reduced cost for provision of support.

Which are two characteristics of active listeners? (Choose two)

A. They acknowledge the customer.

B. They restate/paraphrase to ensure understanding.

C. They understand that evidence and reasoning are critical.

D. They know the process for escalating a problem.