If you have to send a scanned document to a client by e-mail, what should you do?
Answer & Explanation
Correct Answer: a and c
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Which of the following monitor the service level performance in terms of caller information?
Answer & Explanation
Correct Answer: All of the above
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Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?
Answer & Explanation
Correct Answer: Interpersonal and technical skills must work together — you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.
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You are required to send a Word document to your branch office by e-mail. What would you do to ensure that the document reaches the branch office in the same format?
Answer & Explanation
Correct Answer: Send the document as an e-mail attachment.
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Which of the following e-mail etiquette styles do you consider important?
Answer & Explanation
Correct Answer: c and d
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Which of the following does the call cycle time include?
Answer & Explanation
Correct Answer: a and c
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Which of the following can increase the chances of your computer becoming infected with a virus?
Answer & Explanation
Correct Answer: b and d
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You have been asked to handle calls for a major account. What does it mean?
Answer & Explanation
Correct Answer: You will be handling calls for a business concern that is considered a large organization by your company.
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Troubleshooting technology problems can best be described as a(n) ____.
Answer & Explanation
Correct Answer: Iterative, repetitious procedure
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Which of the following statements are true about the Call Capture Rate (CCR)?
Answer & Explanation
Correct Answer: a and b
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