Help Desk Analyst
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Which statement best describes logical problem solving?
A. A reactive process
B. Applying a project management approach.
C. Finding a workaround in the shortest possible time
D. Organizing a problem into a series of rational,
Which system allows A customer to choose among various
options when calling a help desk?
A. Multiple Option System (MOS)
B. Voice Recognition System (VRS)
C. Interactive Voice Response (IVR)
D. Optional Response Routing (ORR)
In which two instances is it appropriate to use the
customers first name? (choose two)
A. During informal communication
B. When the customer becomes irate
C. During the initial interaction with the customer
D. When you have established a good rapport with the
Answer: B, C
What is a key principle of negotiation with customers?
A. Determine the customer's underlying need and seek
a mutually beneficial solution.
B. Focus on the individual rather than on the resolution.
C. Seek a solution that aligns with support center
policies and processes.
D. Stick to the facts and ignore the customer's emotions
An aggressive customer calls the help desk and demands
an immediate resolution to a problem. Which three
approaches should the creative analyst use to successful
manage the call? (choose three)
A. Slow the pace
B. Stay on target
C. Focus on the facts
D. Project confidence.
E. Be less time-disciplined
A customer calls with a critical problem for a product
that is no longer supported by the help desk. What
do you do? (choose two)
A. Develop alternatives
B. Determine what the real need is
C. Apologies for not being able to assist the customer
D. Inform the customer that the product is not supported
What is the primary purpose of an on-going (event)
A. Determine employee bonuses
B. Measure individual analyst performance
C. Trend customer satisfaction between annual surveys
D. Evaluate customer satisfaction with products, services,
What are three techniques of active listening? (choose
A. Taking notes
C. Researching the problem
D. Acknowledging the customer
Which three skills should a network administrator's
skill set include? (choose three)
A. Perform loop-back tests
B. Perform PING, Telnet, and trace route tests
C. Run tests on automated internet password reset
D. Conduct remote diagnostics on the network interface
Which metric indicates how long A customer has to
wait before talking to an analyst?
A. Average call time
B. Average talk time
C. Average capture time
D. Average speed of answer
Which three metrics would be affected by training?
A. Abandon rate
B. Average call time
C. First call resolution
D. After call work time
During a call, you need to have the customer reboot
What could you do during this time to distract the
customer from the long boot process?
A. Ask the customer if he is married
B. Ask the customer where he resides
C. Explain to the customer what you just did
D. Explain how the help desk benefits the customer
Which three network outages should be assigned a high
priority? (choose three)
A. Fifteen database developers have no network connectivity
in their area of the building or floor
B. Customers report that they cannot receive credit
card payments due to network connectivity loss
C. One Ethernet segment is down with little to no
data transmitting, and it is affecting a local marketing
D. A staff administrator reports the loss of internet,
mainframe, and e-mail access at his workstation within
the last two hours