QUESTION: 85

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in the team to change their approach and start using a standard greeting? Explain to them that:

It will demonstrate that the new managementare in control of the group
A standard greeting ensures that userscant control the calls
VIPs will get the same level of service as other users
The reputation of the new group will be enhanced

Answer(s): D

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QUESTION: 86

Your Service Desk has a Standard Operating Procedure for call handling that emphasises the importance of using the callers name during the call.
What is a key reason for so doing?

It lets the caller know that the SDA is using a call-logging system
It re-focuses thecallers attention on the call
Itemphasises that the Service Desk knows everyone in the organisation
It creates a feeling of authority and control for the SDA

Answer(s): B

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QUESTION: 87

A call comes into the Service Desk and it is not for an IT issue.
What should you do?

Route the call to someone who can help them
Log an Incident
Explain it is not an IT issue and that they need to speak to someone else
Try to resolve their issue

Answer(s): A

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QUESTION: 88

Why is a hot transfer considered to be the best practice for transferring a call?

A cold transfer involves no SDA contact with the caller, whereas a hot transfer involves discussion
A cold transfer involves a call passed to another group without discussion, whereas a hot transfer requires some discussion
A hot transfer is an escalation of a high priority call, whereas a cold transfer is not
A hot transfer requires the user to agree to the call, whereas a cold transfer does not

Answer(s): B

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