Question 1

The principal purpose of company policies is to:

Options :

A : Document operating procedures.

B : Identify Incidents for additional follow-up.

C : Provide clear definitions of boundaries.

D : Protect the Service Desk from hackers.

Answer: C

Question 2

Which statement best characterises a friendly and supportive workplace?

Options :

A : Management encourages extensive overtime.

B : Team members help each other.

C : Team members work alone.

D : Team members work only their allotted hours.

Answer: B

Question 3

What is the most important reason for using customer satisfaction surveys?

Options :

A : Customer satisfaction surveys allow customers to say what they really think without offending Service Desk staff.

B : Customer satisfaction surveys help to determine if customer service expectations are being met.

C : Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

D : Customer satisfaction surveys provide information that can be used to assess blame for Problems.

Answer: B

Question 4

What is a best practice when helping a customer whose native language is different to yours?

Options :

A : Avoid asking the customer for clarification.

B : Avoid using remote control.

C : Take regular breaks during the call.

D : Pause to allow time for understanding

Answer: D

Question 5

What is the best description of your role in supporting customers?

Options :

A : Avoid confrontation at all costs.

B : Deliver consistent, high quality support.

C : Escalate calls as appropriate.

D : Minimise talk time

Answer: B

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