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Which system allows a customer to choose among various options when calling a help desk?

A.

Optional Response Routing (ORR)

B.

Voice Recognition System (VRS)

C.

Multiple Option System (MOS)

D.

Interactive Voice Response (IVR)

Which four statements about self-help materials are true? (Choose four.)

A.

Their location should be explained to employees

B.

They should be user-friendly

C.

They should contain accurate information

D.

They should be timely and relevant

E.

They should replace the need for instructor-led training

Companies typically restrict access to which three types of data? (Choose three.)

A.

Office location

B.

Personnel records

C.

Proprietary information

D.

Payroll information

Which question allows you to determine whether or not your customer is logged on to the network?

A.

Which drives are displayed on your computer?

B.

What is your login ID?

C.

Are you logged on to the network?

D.

Can you access e-mail?