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| Section | Weight | Objectives |
|---|---|---|
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Incident Management Processes | 25% | - Resolution and closure procedures - Prioritization and escalation - Logging and tracking incidents |
| Customer Service Skills | 30% | - Telephone and email etiquette - Empathy and professionalism - Handling difficult customers - Active listening and communication |
| Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
| Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
1. 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) Ask the customer to repeat the problem back to you
B) Repeat back to the customer what you thought you heard
C) Begin troubleshooting
D) Transfer the call to a more experienced analyst
2. Which three media can be used to conduct surveys? (Choose three.)
A) E-mail
B) Personal interviews
C) The Internet
D) A suggestion box
3. Which three techniques describe basic creative thinking? (choose three)
A) Changing your perspective
B) Looking beyond the evident
C) Talking the complex approach
D) Developing alternatives
4. Which four statements about self-help materials are true?
A) They should contain accurate information
B) They should be user-friendly
C) They should replace the need for instructor-led training
D) Their location should be explained to employees
E) They should be timely and relevant
5. Which approach is preferable when responding to A customer?
A) Use the simplest terminology that is understood by all levels of knowledge
B) Use vocabulary to match the customer's level of knowledge
C) Use industry terminology to educate the customer
D) Use acronyms that are commonly used in the industry
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B,D | Question # 3 Answer: A,B,D | Question # 4 Answer: A,B,D,E | Question # 5 Answer: B |
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