QUESTION: 21

What is the best definition of stress?

Stress is a natural reaction that can have a positive or negative effect.
Stress is an emotional condition that should always be avoided.
Stress is what happens towards the end of a difficult shift.
Stress is an attitude that someone gets when overworked.

Answer(s): A

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QUESTION: 22

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

Abandon before answer.
Availability.
Average speed to answer.
First contact resolution.

Answer(s): C

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QUESTION: 23

Which of the following is a common quality assurance practice in a Service Desk?

Automatic Incident numbering.
Call monitoring.
Employee satisfaction surveys.
Time management audits.

Answer(s): B

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QUESTION: 24

A customer calls with a problem you know they could solve using the Service Desk web site. What is

a best practice for encouraging the customer to try self-help?

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

Answer(s): B

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Free SD0-401 Exam Braindumps (page: 6)

QUESTION: 21

QUESTION: 22

QUESTION: 23

QUESTION: 24