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Which three are benefits of a call management system? (Choose three.)
An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
For which two reasons do help desk's log all calls? (Choose two.)
What are three techniques of active listening? (Choose three.)
Which two are benefits of teamwork? (Choose two.)
Which technique will best optimise talk time?
What is the primary purpose of an on-going (event) survey?
Which system allows a customer to choose among various options when calling a help desk?
Which two characterise a successful negotiator? (Choose two.)
Who is responsible for maintaining a working environment conducive to effective inter-departmental relationships?
Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)
What are three characteristics of effective inter-departmental relationships? (Choose three.)
Which question allows you to determine whether or not your customer is logged on to the network?
Which metric indicates how long a customer has to wait before talking to an analyst?
What is a key benefit of establishing effective inter-departmental relationships?
In which three situations is escalating a call to management appropriate? (Choose three.)
During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?