You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A. Suggest that the customer ask a peer

B. Ask a peer

C. Escalate the problem

D. Use reference documentation

Which statement about telephone etiquette is true?

A. Gum chewing is acceptable as long as the customer cannot hear it

B. Eating is okay as long as you obtain the customer's consent

C. "Please hold" is an appropriate way to answer the telephone when you are busy

D. It is customary to pick up the telephone between one to three rings

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

A. The analyst calls the customer back to correct the information

B. The analyst closes the call and moves to the next call

C. The analyst has another analyst call the customer

D. The analyst calls the customer back and blames the incorrect information on bad documentation

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A. Determine priority/severity and collect/document the appropriate information

B. Escalate to a manager to reassign the call

C. Set a call back time and tell the customer you will review the call with an expert

D. Inform the customer of the product limitations you are aware of, but assure them they will receive support

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

For which three reasons do companies implement security policies? (Choose three.)

A. Corporate responsibility

B. Loss prevention

C. Legal mandate

D. Lower costs

Which statement about successful team players is true?

A. They desire continued acceptance by the group

B. They impose ideas and values on others

C. They encourage member input in decisions

D. They change attitudes to conform to group standards

For which two reasons is it important to have documented processes and procedures? (Choose two.)

A. Ensures consistent service

B. Justification for not meeting customer expectations

C. Promotes adherence to policies

D. Identifies areas out of policy

What is the first thing you should do if you think there is unlicensed software on computers at your company?

A. Notify software vendor

B. Notify IT/legal/security departments

C. Notify industry piracy association

D. Do nothing, everyone already knows

What is deductive reasoning?

A. Reasoning based on experience and intuition

B. Reasoning based on analysis and experience

C. Reasoning based on intuition and process of elimination

D. Reasoning based on logic and analysis