Storage Management Implementation
Exam Questions, Answers,
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An upcoming production rollout could heavily impact
normal off-shifts. You decide to move schedules to cover
the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with
little warning, you still decide to implement your off-schedule
shift change. Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still
Who is ultimately responsible for an employee's success
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
What are three benefits of mentoring programs? (Choose
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A, B, C
Your support organization has 20 frontline analysts.
The Call Management System produces performance reports
that show the amount of time each analyst is on the
phone, performing wrap-up work, and not available. Reports
also show the number of calls taken and the average
talk-time per agent. Based on these reports, what should
the manager do to improve the support organization's
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most
C. Recognize and reward the individual who handles the
D. Recognize and reward the individual who has the least
:not available" time
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?.
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
What should be addressed in a support center's marketing
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Organizational development needs are determined by which
three methods? (Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B, C, D
Which three technologies enable Help Desks to achieve
their performance goals? (Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A, B, E
Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time
C. Contract employees may hinder teamwork if they do
not work closely with full-time employees
D. Contract employees are allowed to work hours that
are not specifically defined by their company.
What are three ways to maintain a balanced and positive
outlook when adapting to new situations, priorities,
or demands? (Choose three)
A. concentrate on common goals during times of disagreement.
B. develop interests outside of work to provide a stress-free
C. identify trends in service, and then develop resources
to meet those trends
D. create a personal network of advisors with whom you
can share problems and concerns.
Answer: A, B, D
Your Help Desk is 24x7 and covers support for many areas
throughout the country. An upcoming snow storm is expected
to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Which three metric calculations impact customer satisfaction?
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B, C, D