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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