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| Section | Objectives |
|---|---|
| Topic 1: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Incident and Problem Management | - Support Process Management
|
| Topic 4: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 5: Service Desk Operations | - Operational Effectiveness
|
1. What is unstructured information gathering? (Choose 1)
A) Using open questions to get customers to talk.
B) Identifying what happened vs. what was expected.
C) Not using acronyms and speaking at the customer's level.
D) Asking questions in a free-form manner.
2. Which three actions should be taken when implementing a change? (Choose three)
A) Designing a change around existing staff capabilities.
B) Identification of potential risks.
C) Seeking buy-in from stakeholders.
D) Testing the change in a controlled environment.
3. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
A) What were the circumstances that led to this situation?
B) Have you spoken with the systems administrator?
C) Have you ever had this error before?
D) What is the error code you see?
4. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)
A) The longer the ASA, the higher the probability customers will solve their own problems.
B) The shorter the ASA, the higher the probability customers will solve their own problems.
C) The longer the ASA, the higher the abandonment rate.
D) The shorter the ASA, the higher the abandonment rate.
5. What are the two most important characteristics of successful teams? (Choose 2)
A) They are given challenges to meet and are rewarded effectively.
B) There are many different personalities and skills.
C) They have individual responsibilities to which they work exclusively.
D) They always make all decisions together.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,C,D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A,B |
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