Which topologies are used to provide interconnectivity between networks?
Answer : C
In which three situations is escalating a call to management appropriate? (Choose three.)
Answer : B,C,D
What are three important attributes of high-quality leaders? (Choose three.)
Answer : A,C,D
Which approach is preferable when responding to a customer?
Answer : B
What is a key benefit of using a web site for reference?
Answer : B
What is paraphrasing?
Answer : C
You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
Answer : C
Which metric indicates how often a customer may need a follow-up call to achieve resolution?
Answer : A
An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
Answer : D
What are three important attributes of high-quality leaders? (Choose three.)
Answer : A,C,D
Which three approaches help create a positive business reputation? (Choose three.)
Answer : A,B,D
What is a key benefit of establishing effective inter-departmental relationships?
Answer : D
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
Answer : C
What is the primary role of support service?
Answer : D
Which three network outages should be assigned a high priority? (Choose three.)
Answer : A,B,D