QUESTION: 1
Which statement best describes a problem?

A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.

Answer(s): C

QUESTION: 2
Which of the following is most likely to be a barrier to communication?

A. The customer ability to use self-help systems.
B. The customer previous experience with the Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.

Answer(s): B

QUESTION: 3
What is the most important reason for using customer satisfaction surveys?

A. Customer satisfaction surveys allow customers to say what they real y think without offending
Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are being
met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame for
problems.

Answer(s): B

QUESTION: 4
Xcerts.com calls with a problem you know they could solve using the Support Centre web site.
What is a best practice for encouraging the customer to try self-help?

A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.

Answer(s): B

QUESTION: 5
What is the most important reason why Support Centres monitor incidents?

A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.

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