Online It certification exam–Pass4side

More info from www.pass4side.com

download link:

http://www.plunder.com/-download-3wOMRXG_lUOyJbbGr8odpg.htm

More info viste http://www.pass4side.com/qq0-100.htm

6. What is the primary role of support service?
A. To track problems and bugs
B. To provide quality assistance
C. To provide technical resolutions
D. To provide the customer with a knowledge-base
Answer: B

7. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer’s attention? (Choose two.)
A. Empathise with the customer
B. Tell the customer to “snap out of it”
C. Regularly use the customer’s first name
D. Raise your voice when asking questions
Answer: AC

8. What are three reasons for providing consistent service? (Choose three.)
A. To guarantee professionalism
B. To instill confidence in your customer
C. To ensure a commitment to excellence
D. To ensure empathy to customer needs
Answer: ABC

9. What is a key benefit of a knowledge-base system?
A. Increases call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintenance
Answer: B

10. What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: A

More info viste http://www.pass4side.com/qq0-100.htm
1. An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
A. The analyst has another analyst call the customer
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back to correct the information
D. The analyst calls the customer back and blames the incorrect information on bad documentation
Answer: C

2. For which two reasons do help desk’s log all calls? (Choose two.)
A. Allows ticket monitoring
B. Measure frequency of calls
C. Prove the help desk is right
D. Provide an audit trail of activities
Answer: BD

3. In which four circumstances is it appropriate to use open questions? (Choose three.)
A. When your time is limited
B. When you need to build rapport
C. When you need the customer to elaborate
D. When you have exhausted your possibilities
Answer: BCD

4. Why are customer satisfaction surveys important?
A. They reveal what abandon rate is acceptable
B. They reveal how the help desk is perceived by the customer
C. They determine the percentage of first call resolution (FCR)
D. They determine what level of support the customer is receiving
Answer: B

5. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this printer
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other applications
D. Guide the customer through checking the printer connection and making sure the power is turned on
Answer: ACD

More information from http://www.pass4side.com/QQ0-301.htm

6. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
A.SLAs will improve working relationships.
B.IT can always deliver what customers want.
C.IT will become more streamlined.
D.SLAs allow customers the opportunity to criticise IT.
E.IT can prioritise resources to address specific requirements.
Answer: AE

7. How would you measure the success of Problem Management?
(Choose 2)
A.A reduced number of incidents at the Service Desk.
B.Reduced cost per call.
C.A reduced number of changes.
D.A reduction in the time taken to resolve known errors.
Answer: AD

8. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)
A.Sometimes.
B.Always, where possible.
C.Always, without exception.
D.Only if the CIs are comprehensive.
Answer: B

9. What is the best description of self-healing tools?
(Choose 1)
A.Self-healing tools allow an analyst to control a customer desktop remotely.
B.Self-healing tools immediately dispatch an engineer when a customer makes a request.
C.Self-healing tools identify when a problem has occurred and automatically corrects it.
D.Self-healing tools remove the emotion from a support request.
Answer: C

10. What is the best explanation of strategic planning?
(Choose 1)
A.Medium-term projects that are necessary to enable realisation of the long term projects.
B.Development of corporate strategies for promotion of services.
C.A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D.The detailed plan for achieving the objectives set by the strategic plan.
Answer: C