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A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A.

Transfer the call to a more experienced analyst

B.

Begin troubleshooting

C.

Repeat back to the customer what you thought you heard

D.

Ask the customer to repeat the problem back to you

What is a key benefit of a knowledge-base system?

A.

Requires lower maintenance

B.

Saves time and money

C.

Decreases network traffic

D.

Increases call volume

Which two are effective techniques for dealing with stress? (Choose two.)

A.

Set realistic goals/objectives

B.

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

C.

Exercise and observe good nutrition practices

D.

Take long breaks

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

Which two are effective techniques for dealing with stress? (Choose two.)

A.

Exercise and observe good nutrition practices

B.

Set realistic goals/objectives

C.

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

D.

Take long breaks

Which three are the most common type of network problems? (Choose three.)

A.

Collisions, congestion, and delays

B.

Segment or ring does not respond, traffic limited, no workaround

C.

Systems will not reboot

D.

Users cannot reach connected devices, i.e., PC, servers, workstations

Which three are characteristics of a good negotiator? (Choose three.)

A.

Presents multiple options

B.

Clearly identifies who/what is at fault

C.

Develops realistic expectations

D.

Focuses on what is needed

In which three situations is escalating a call to management appropriate? (Choose three.)

A.

When you have little or no experience with the problem

B.

When you have exhausted all your available resources

C.

When the customer requests it

D.

When the service level agreement (SLA) requires it

Which topologies are used to provide interconnectivity between networks?

A.

RS-232, Analogue, and Voice

B.

T-1s, ISDN, and Mainframe

C.

Ethernet, Fibre Optic, and Token Ring

D.

TCP/IP, UNIX, and IPX/SPX

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A.

E-mail an apology to the customer

B.

Instruct another analyst to conduct follow-up

C.

Wait and see if the customer calls back

D.

Notify your manager of the situation