Which three policies assist analysts with managing their time? (Choose three.)
Which metric indicates how long a customer has to wait before talking to an analyst?
What are three techniques of active listening? (Choose three.)
An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
Which approach is preferable when responding to a customer?
What are three obstructions to active listening? (Choose three.)
A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
What are three reasons for providing consistent service? (Choose three.)
Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)
Which two are characteristics of a team player? (Choose two.)
What is a key benefit of a positive work environment?
Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
Which two actions reflect a supportive help desk environment? (Choose two.)
You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
Which two facts about customer satisfaction are true? (Choose two.)
What is a key benefit of using a web site for reference?