Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a Drag and Drop question, click the Help button.
Select and Place:
Which three are the most common type of network problems? (Choose three.)
A. Collisions, congestion, and delays
B. Segment or ring does not respond, traffic limited, no workaround
C. Systems will not reboot
D. Users cannot reach connected devices, i.e., PC, servers, workstations
You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?
A. Find someone else who can understand the customer better
B. Ask the customer is there is someone else in theirorganisation for you to talk to
C. Inform the customer that you cannot understand them and there is nothing you can do to help them
D. Tell the customer you are having difficulty understanding them
Which statement about telephone etiquette is true?
A. Gum chewing is acceptable as long as the customer cannot hear it
B. Eating is okay as long as you obtain the customer's consent
C. "Please hold" is an appropriate way to answer the telephone when you are busy
D. It is customary to pick up the telephone between one to three rings
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?
A. E-mail an apology to the customer
B. Instruct another analyst to conduct follow-up
C. Wait and see if the customer calls back
D. Notify your manager of the situation
Which two are effective techniques for dealing with stress? (Choose two.)
A. Set realistic goals/objectives
B. Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up
C. Exercise and observe good nutrition practices
D. Take long breaks
Which technique will best optimise talk time?
A. Customer should be prepared to actively listen
B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level
C. Analyst uses business language
D. Analyst asks clarifying questions
Which three policies assist analysts with managing their time? (Choose three.)
A. Shift start and end times
B. Resolved tickets per day
C. Scheduled break times
D. Average talk time expectations
What are three techniques of active listening? (Choose three.)
A. Concentrating
B. Acknowledging the customer
C. Taking notes
D. Researching the problem
You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A. Inform the other help desk analysts
B. Troubleshoot the problem yourself
C. Wait for customers to call the help desk
D. Call all customers that use the server
