QUESTION: 5

What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

Keeps customers up-to-date on new applications
Results in customers calling less frequently
Helps customers make better decisions
Improves quality and accuracy

Answer(s): C,D

QUESTION: 6

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?

Inform the other help desk analysts
Troubleshoot the problem yourself
Call all customers that use the server
Wait for customers to call the help desk

Answer(s): A

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QUESTION: 7

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

Find someone else who can understand the customer better
Ask the customer is there is someone else in their organization for you to talk to
Inform the customer that you cannot understand them and there is nothing you can do to help them
Tell the customer you are having difficulty understanding them

Answer(s): D

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