Question 1

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 2

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 3

Your help desk/Service Desk wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

Options :

A : A web master magazine.

B : Senior management meetings.

C : Knowledge Centred Support.

D : The marketing department.

Answer: C

Question 4

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 5

What is a best practice for helping an emotional caller?

Options :

A : Ask the customer to talk about their personal problems.

B : Help the customer focus on the Incident and resolution.

C : Maintain a professional approach according to the SLA.

D : Move the conversation carefully on to general issues within the company.

Answer: B