Which two techniques are effective in preventing or eliminating customer conflict?(Choose two)

A project is planned to rollout that will add new software to the network. Call volume is not expected to change
as few people will have access to the new software. What requirements should you consider?

Which two items should you consider before making Help Desk operational decisions? (Choose two)

Your support organization has 20 frontline analysts. The Call Management System produces performance
reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available.
Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what
should the manager do to improve the support organization’s performance?

Who is the most effective advocate for raising awareness of a support center in a business?

Which three statements describe how to use recognition and rewards to retain people with optional skills and
good personal traits? (Choose three)

What are two ways to understand and value cultural difference ? (Choose two)

Which three statements about effective inter-departmental relationships are true? (Choose three)

What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry
developments? (Choose three)

Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)