Unisys Help Desk Test
What quality assurance practice monitors effectiveness of solution articles? a. Incident monitoring b. Knowledge monitoring c. Roundtables d. Performance reviews
b.
How is quality assurance defines a. A process for minimizing the impact that incidents have on the quality of service b. A practice to ensure that activities designed to satisfy requirements take place as planned c. The capture and reuse of knowledge used to improve customer interactions d. The creation of a history of resolutions to be used for the purpose of training
a.
If the first contact resolution rate is not as high as expected, what could be the result? a. Loss of productivity of the customer b. Management is unaware of contact volume c. Morale of the team is very low d. Service level agreements need to change
a.
What action can help to establish effective relationships with other departments? a. Be aware of how your team contributes to others' success b. Treat others in the same manner in which they treat you c. Treat others with respect if they can reduce your workload d. Focus on who is responsible when an incident is left open
a.
What is a common incident management metric used by the most service and support centers? a. First Contact Resolution (FCR) b. Price to Earning Ratio (P/E) c. Service Level Target Performance d. Standard Operating Procedure (SOP)
a.
What is a common metric used in Knowledge Management? a. Abandons per minute b. After contact work c. Articles reused average handle time
a.
What is a principle of active listening? a. Identifying ideas and images from the speaker's details b. Interrupting every 2 minutes to clarify c. Letting the speaker talk without acknowledgement d.Multi-tasking while listening to the speaker
a.
What is a responsibility of a support center analyst in knowledge management? Add knowledge when an incident is resolved where knowledge did not exist Escalate to management when an incident resolved where knowledge did not exist Escalate to the next level when an incident is resolved where knowledge did not exist Review all articles from a quality control perspective
a.
What is an activity that desktop support is usually involved in? a. Asset management b. Financial management c. Problem management d. Service level management
a.
What is an example of an electronic delivery method for providing support? a. Deskside visit b. Knowledge base c. Remote control d. Telephone
c.
What is considered a best practice for replying to a customer's issue via e-mail? a. Include the original message with your reply b. Keep your answers as short as possible c. Put emoticons in the message to be friendly d. Use abbreviations to reduce the time to reply
a.
What is the primary purpose of a service level agreement? a. Defines the services customers will receive from the service provider b. Describes the agreement between the support center an vendors c. Identifies the measurements that will be used to assess staff productivity d. Measures the support centers performance against service benchmarks
a.
Which tool had the ability to learn without being explicitly programmed? a. Artificial Intelligence (AI) b. Bots c. Machine learning d. Virtual reality
a.
Who is the audience of an operational level agreement? a. The internal company employee b. The external paying customer c. Other departments within the organization d. The company's outside vendors
a.
Why is it important for the service and support center to follow security policies? a. Ensures compliance with legal requirements b. Delivers consistent support c. It's simply good advice to follow d. Provides easy access to information
a.
You answer a call from a customer who is working on an important proposal that must be mailed today but it will not print. You ask questions to gather information so you can help but the customer keeps talking about what will happen if the proposal is not mailed. What technique can you use to get the customers attention? a. Address the customer by name I put this one b. Ask the customer to hold on for a moment c. Match the customers tone of voice d. Stay quite until the customer stops talking Doug says this one
a.
A customer asks a support center analyst for permission to speak with his immediate supervisor. What type of escalation is this? a. Functional b. Hierarchical c. Lateral d. Organizational
b.
A customer calls the service and support center and says that another support center analyst promised that a technician would be dispatched to make a deskside visit within thirty minutes; however, it has been over an hour and no one has been there yet. You research the incident and find that is was not escalated. What course of action should you take? a. Immediately escalate the customer's call to your direct supervisor or manager b. Take ownership of the customer's incident by dispatching a deskside technician c. Tell the customer that you will report the first support center analysts error d. Transfer the call to the first support center analyst the customer spoke to
b.
A customer to the service and support center whose login information is not working is desperate to get on the network. The customer begins to cry and says this is impacting their ability to meet a critical deadline. What course of action should you take? a. Allow a customer to talk uninterrupted and then ask the customer to repeat the issue slowly b. Assure the customer that the login can be fixed and you are committed to resolving the issue c. Put the customer on hold for a few minutes to give the customer time to regain composure d. Tell the customer to calm down so that you can better understand exactly what is happening
b.
Customer "drive by's" are a challenge for desktop support. What is another challenge they face? a. Desktop support personnel can be too flexible b. It is more expensive way of providing support c. They can resolve issues too quickly d. They can see the customer issue face to face
b.
If a customer is abusive and attacks you personally, which action should you take? a. Ask them to call back and take professional tone. b. Politely warn the customer you may disengage from the contact c. Simply hang up, you don't need to listen to that d. Match the customer's tone and vocal elements
b.
Management has asked you to find out if your customers feel your team is meeting their expectations. What quality assurance practice would you use? a. Call quality monitoring b. Customer satisfaction survey c. Review operating procedures d. Service level agreement review
b.
What information does NOT need to be documented during every contact with a customer? a. Business impact to the organization b. Customer's communication style c. Priority or severity of the incident d. Steps you took to resolve issue
b.
What is a benefit of active listening? a. Improves the quality of a knowledge article b. More effective response and resolution c. Reduces the number of incoming contacts d. Reduces the number of incidents handled
b.
What is a benefit of desktop support? a. Drive-by's improve the utilization of technicians b. Facilitates better understanding of customer's situation c. It is less expensive way to provide support d. Allows for more time for proper documentation
b.
What is a benefit of teamwork? a. Building a group of strong personalities b. Increased motivation and job satisfaction c. Open environment for self expression d. Opportunity for team-bases bonuses
b.
What is the final activity in the Incident Management process? a. Categorize the incident b. Close the incident record c. Investigate and diagnosis d. Search the knowledge base
b.
What is the most likely result if a service and support center has a high abandon before answer rate? a. Decrease in average speed of answer b. Decrease in customer satisfaction c. Increase in the average cost per call d. Praise from upper management
b.
What man be included in a security policy? a. A requirement that contacts be logged in the incident management system b. Requirement that customers' credit card information be protected c. Requirement that common problems be thoroughly researched d. Requirement that troubleshooting information not be shared
b.
Which is a singular space for the customer or user to obtain information about products and services provided by the service and support center? a. Selective offerings b. Service catalog c. Standard operating procedures d. Strategic services
b.
Which is a top skill commonly required of a support professional? a. Always being available b. Being self-motivated c. Having good transportation d. Showing a youthful attitude
b.
Which is a type of metric that measures progress towards achieving one's goals and objectives? a. Knowledge - Centered Service (KCS) b. Key performance indicator (KPI) c. Service level agreements (SLA) d. Standard operating procedures (SOP)
b.
Which support delivery method is typically used when an incident cannot be resolved using a remote control tool? a. E-mail support b. Desktop support c. Telephone support d. Web chat support
b.
Why is it important for support center analyst to adhere to the organization's policies? a. To expand the service and support center's scope of services b. To help protect the organization from legal liabilities c. To improve the service and support center's first contact resolution d. To reduce escalations to other support partners
b.
A customer calls the service and support center and describes a situation to you but you are not certain you understand the issue. What course of action should you take? a. Advise the customer to compose an email describing what is happening b. Ask the customer to describe what is happening in a different way c. Describe your perception of what the customers said to verify understanding d. Transfer the customer's call to a more experienced support center analyst
c.
How can you exhibit personal accountability? a. Identify the work habits of your manager and match his style b. Keep it within the team when you or a team member makes an error c. Present a positive view of your organization outside of the work place d. Report co-workers who do not follow organizational policies
c.
What can a support analyst do to promote teamwork? a. Attend team meetings as needed to participate b. Complete assigned tasks correctly and on time c. Show respect for other team members' abilities d. Work independently to accomplish team goals
c.
What does the abandoned rate metric measure? a. Number of contacts where the customer left a voicemail message before a support analyst could answer the phone b. Percentage of contacts handled within a defined service level target c. Percentage of contacts that terminate before answered by a support center analyst d. Percentage of customers who end the contract before the support center analyst can resolve the issue
c.
What factor is most likely to be a barrier to effectively communicate with a customer? a. The customer has a complex incident that requires troubleshooting b. The customer has primarily used self-service in the past c. The customer had a poor experience during a previous interaction d. The customer has never contacted the service center before
c.
What is a benefit of using performance measurements in the service and support center? a. Allows you to gather feedback from customers about training effectiveness b. Enables managers to calculate support center analyst salary increases c. Provides indicators for how well individual support center analysts and teams are doing d. Reduces the need to react quickly to changes in business needs
c.
What is a common cause of work-related stress a. Forgetting to eat a healthy lunch daily b. Having an older computer than peers c. Not having the necessary skills or knowledge d. Sharing a workspace with someone else
c.
What is an example of behavior that is ethical? a. Demonstrate integrity in actions and practices b. Having favored customers and giving priority service to them to build trust c. Team members that hold others accountable for their actions d. Upholding the image of the support center even if the information provided is inaccurate and not honest
c.
What is an important responsibility of the service and support center? a. Delivers service according to the service level agreement b. Distributes satisfaction surveys to customer each day c. Provide support according to the customer's request d. Resolve incidents without escalating to co-workers
c.
What type of thinking involves identifying points of failure by applying new or different out-of-the-box perspectives? a. Consequential thinking b. Constructive thinking c. Creative thinking d. Critical thinking
c.
What will ultimately happen when it takes the service and support center longer to answer contacts than it usually takes a. Abandoned calls rate will decrease b. Average cost per contact will decrease c. Customer satisfaction will decrease d. First contact resolution will decrease
c.
Which is a reason for a support center to implement Knowledge-Centered Service? a. Alignment to Technology Defines Process (TDP) b. Eliminate need for Tier/Level 1 Support staff c. Improve First Contact Resolution (FCR) d. Reduce the number of staff needed in a support
c.
You overhear someone giving a computer password to a co-worker. Why is it important to report this is to your manager? a. It demonstrates your loyalty to the company b. It identifies hackers within the organization c. It reduced the risk of security breaches d. It stops a person from doing damage
c.
Which is a reasonability of a support center analyst? a. Adhering to customer demands and timelines b. Keeping track of every new issue that arises c. Reusing, improving, and creating knowledge d. Solving all your customers requests and issues. e. Your customer's voice becomes loud, words become short, and the language has a blaming tone. What emotion can you exhibit to diffuse the situation? f. Apologetic g. Empathy h. Pensiveness I. Sympathy
c. g.
How can you best serve a customer who is feeling rushed and in a hurry to resolve their issue a. Allow them to vent and ask closed-ended questions b. Create an incident and assign it a high priority c. Perform a hierarchical escalation to your manager d. Understand the true impact and urgency of their issue
d.
Select an example of automated remediation (self-healing technology)? a. Analyst hacking incidents b. Install new applications c. Onboard new customers d. Scan and monitor for viruses
d.
Video training tutorials would be considered which type of support? a. Automated Access b. Remote Access c. Self-healing d. Self-service
d.
What action should you take when you feel stressed out and out of control? a. Keep to yourself so you don't yell at anyone b. Put your head down and focus on getting work done c. Take extra breaks and verbally vent to friends d. Talk to your manager and take some recoup time
d.
What is a documented plan of action to bring about a future state, such as the organization's goals and objectives? a. Critical planning b. Operational planning c. Procedural planning d. Strategic planning
d.
What is a good way to manage stress? a. Limit exercise to free up time b. Reduce your lunch break c. Schedule a vacation day d. Set realistic expectations
d.
What is an example of self service technology? a. Digital Volt Meter b. Private Branch Exchange c. Remote control d. Social media
d.
What is an important reason for support center analysts to log all incidents? a. Allows support center analysts activity to be monitored b. Ensures that information is stored in a secure place c. Prevents customers from complaining to your manager d. Provides data that can be used for root cause analysis
d.
What is an objective of self-service? a. Allows quick access to chat with an analyst regarding issues b. Give access to third party services for repair of hardware c. Provides a location where users can bring their defective PC's d. Provides easy access to documentation for incident resolution
d.
What is the purpose of an operational level agreement? a. Eliminate communication errors between support center analyst on your team b. Ensure that your team has an appropriate level of control within the department c. Make other departments aware of your compliance with industry best practices d. Set expectations between the support center and other parts of the organization
d.
When is it appropriate to escalate a contact to your manager? a. When the customer cannot explain their issue b. When the customer is making unreasonable demands c. When you are getting ready to take a break d. When you are unsure how to resolve an issue
d.
Which is a reasonability of each member of a team? a. Creating their own niche, thus leading to job security b. Developing a personalized system of recognition and rewards c. Driving team discussions to ensure their view is accepted d. Taking personal accountability for their own actions
d.
Which method of support do customers usually perceive as having the highest value? a. Automated remediation b. Self-healing support c. Self-service support d. Telephone support
d.
Which of the following should security policies be apart of? All configuration items Customer follow-up Incident documentation Processes and procedures
d.
Which technology allows customers to troubleshoot their own issue in search of a resolution? a. Instant messaging b. Remote control c. Self-healing d. Self-service
d.
Why is it important to effectively manage contacts? a. Allows you to handle a large number of contacts each day b. Decreases the amount of silent time on your phone calls c. Demonstrates your technical skills and expertise d. Enables you to make the optimum use of your time
d.