QUESTION: 9

Which two tools can be used to capture metrics in a support environment? (Choose two)

Call logging system.
ACD (Automatic Call Distributor).
Spreadsheet.
Instant messaging.

Answer(s): A,B

QUESTION: 10

A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

An inductive approach.
A deductive approach.
A sycophantic approach.
A synergistic approach.

Answer(s): B

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QUESTION: 11

What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

Using a confident tone, tell the customer that you are unable to help them until tomorrow.
Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
Using a confident tone, tell the customer you are new to the desk and are transferring their call.

Answer(s): C

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QUESTION: 12

What are two purposes of an on-going (event) survey? (Choose two)

To trend levels of customer satisfaction between annual (periodic) surveys.
To assess satisfaction levels with all help desk services.
To evaluate overall satisfaction levels with products.
To measure the quality of a single interaction.

Answer(s): A,D

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Free HD0-200 Exam Braindumps (page: 4)

QUESTION: 9

QUESTION: 10

QUESTION: 11

QUESTION: 12