Question 1

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

Options :

A : Abandon before answer.

B : Availability.

C : Average speed to answer.

D : First contact resolution.

Answer: C

Question 2

Which statement best characterises a friendly and supportive workplace?

Options :

A : Management encourages extensive overtime.

B : Team members help each other.

C : Team members work alone.

D : Team members work only their allotted hours.

Answer: B

Question 3

Which action is most likely to give the customer a positive impression of the Service Desk?

Options :

A : Agree with customers, even if they are mistaken.

B : Keep customers informed of the steps being taken to resolve their problem.

C : Provide customers with an Incident reference number.

D : Support products that are contained in the Service Level Agreement.

Answer: B

Question 4

The principal purpose of company policies is to:

Options :

A : Document operating procedures.

B : Identify Incidents for additional follow-up.

C : Provide clear definitions of boundaries.

D : Protect the Service Desk from hackers.

Answer: C

Question 5

How can being empathetic to the customer benefit the Service Desk?

Options :

A : Being empathetic allows you to express your feelings.

B : Being empathetic creates a rapport with the customer.

C : Being empathetic increases first contact resolution.

D : Being empathetic permits the customer to vent.

Answer: B

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