Question 1

Which of the options best describes why confidentiality is important?

Options :

A : It protects the Service Desk Analyst from any embarrassment

B : It protects the user and company from cold calling

C : It protects the user and company from information abuse

D : It protects identity information

Answer: C

Question 2

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

Options :

A : Avoiding the use of abbreviations and emoticons

B : Avoiding the use of punctuation and single word phrases

C : Writing clear and concise messages

D : Taking time to review your message before sending

Answer: B

Question 3

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

Question 4

What might your Service Desk do to build a good a relationship with its users?

Options :

A : Produce detailed SLA reports

B : Regularly hit 99.6% system availability

C : Deliver consistent service levels

D : Maintain a formal distance from users

Answer: C

Question 5

Which of these options is NOT a common technology used by the Service Desk?

Options :

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C