QUESTION: 13

Which three should be included in the professional development plans for your staff? (Choose three.)

an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
a list of classes available in your corporate training center
an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
a list of training programs that the staff member should take in the months ahead

Answer(s): A,C,D

QUESTION: 14

A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

Time in Queue
First Call Resolution Rate
Average Speed of Answer
Abandonment Rate

Answer(s): D

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QUESTION: 15

What are two roles of expert systems in Help Desk applications? (Choose two.)

to provide a direct channel to vendors' marketing departments for new systems
to provide Help Desk analysts with answers to every customer question
to narrow down the type of problem and suggest resolutions
to provide assistance to second-level analysts for more advanced troubleshooting

Answer(s): C,D

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