Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A. call flows

B. training material

C. products supported

D. days and hours of service

What should be clearly communicated to stakeholders when marketing a support center?

A. the support center's staffing requirements

B. the support center's implementation timelines

C. the support center's infrastructure requirements

D. the support center's effect on operational productivity

What are two benefits of external outsourcing?

A. It improves teamwork

B. It frees up space and equipment for internal growth.

C. It allows rapid improvement in support quality without impacting the customers being supported

D. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

Which concept refers to identifying required staffing based on projected volume?

A. insourcing

B. outsourcing

C. trend awareness

D. resource planning

What are three characteristics of performance measurement? (Choose three)

A. reliable

B. realistic

C. inflexible

D. objective

E. subjective

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?

A. Publish trend reports for the group as a whole

B. Publish a list of agents ranked by who has the most talk time

C. Recognize and reward the individual who handles the most calls

D. Recognize and reward the individual who has the least "notavailable"time.

Who is primary responsible for creating a positive work environment?

A. everyone

B. managers

C. executive

D. Human Resources

What is the most likely disadvantage of insourcing?

A. Insourcing causes tension among team members who are working on different projects.

B. Insourcing creates problems when customers have to wait in a queue too long.

C. Insourcing increases the support center's workload without increasing staffing levels.

D. Insourcing renders the support center's knowledge base obsolete.

What is a best practice for establishing effective relationships with other parts of the service organization?

A. Maximal personal benefits

B. Treat others as you would like to be treated.

C. There is no single best way

What is the primary difference between incident management and problem management?

A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

C. Problem management is focused on helping customer; incident management is focused on processes and procedures.

D. Problem management prevents customers fromcalling ;incident management handles calls when customers do call