CCI Training Center

CCI Training Center IT Professional Communications LAB 3

Name: ______Date: ______

1. According to the 2009 Help Desk Institute survey, what percentage of its membership indicated that customers request services through the telephone?______

a. 63% c. 84% b. 75% d. 98% REF: 96

2. Which is true about Voice over Internet Protocol (VoIP)? ______

a. Because of the large expense of VoIP, newer call centers and service desks are often reluctant to be VoIP only. b. A challenge to using VoIP is that typically the existing data network cannot be used to route calls, so there are fees to upgrade. c. Since VoIP systems don’t enable many of the computer telephony integration features, service organizations typically need to keep their original phone systems. d. VoIP does make it easy for companies to link local service desks and analysts working at home. REF: 97 | 98

3. According to a Help Desk Institute survey, what percentage of companies use voice mail to take after-hours calls? ______

a. 29% c. 69% b. 49% d. 89% REF: 98

4. Which statement is correct? ______

a. Customers can perceive voice mail negatively if they are not given an idea of when the call will be returned. b. Voice mail requests are typically logged in a separate system than regular phone calls are. c. Rather than call a customer twice, analysts should wait to acknowledge a voice mail until the incident is resolved. d. All of the above. REF: 98 | 99

5. What does the acronym ACD stand for? ______

a. Available Call Diagnostic c. Answering Call Identification b. Attendant Call Distributor d. Automatic Call Distributor REF: 99

CCI Training Center IT Professional Communications LAB 3 Page 1 of 5 6. Which is true of ACD systems? ______

a. They integrate with databases. b. They can automate routine tasks, such as changing a password. c. They determine what calls an analyst receives. d. All of the above. REF: 99

7. When using an ACD, which state indicates that the analyst is ready to take calls? ______

a. ready c. idle b. available d. wrap-up REF: 100

8. Most companies have policies for using ____ mode, a feature that prevents the ACD from routing a new inbound call to an analyst’s extension before he or she is ready. ______

a. ready c. idle b. wrap-up d. waiting REF: 100

9. Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support? ______

a. skills-based routing c. voice response routing b. screen pop d. computer telephony integration REF: 101

10. Which is true about a VRU? ______

a. It can provide the analyst with a history of the caller’s previous incident. b. It allows the collection of a unique identifier and then verifies something about the customer. c. It enables screen pops. d. Both A and B. REF: 102

11. What is the service provided by a local phone company that identifies the telephone number of the person calling? ______

a. caller identification c. computer telephony integration b. automatic number identification d. skills-based routing REF: 103

CCI Training Center IT Professional Communications LAB 3 Page 2 of 5 12. What is the service provided by a long distance phone company that identifies the telephone number of the person calling? ______

a. caller identification c. computer telephony integration b. automatic number identification d. skills-based routing

REF: 103

13. Which is a benefit of CTI? ______

a. Giving a 911 operator the address of the emergency. b. Displaying a previous order to the sales representative. c. Facilitating fax server transmissions. d. All of the above. REF: 103 | 104

14. Which is true about unsupported products? ______

a. Typically, service desks retain ownership of incidents relating to unsupported products. b. As long as analysts are familiar with unsupported products, they should try to help the customers with these products. c. Analysts should exhibit a “can do” attitude when faced with unsupported product questions. d. Both A and C. REF: 109

15. When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers. ______

a. best effort c. workaround b. quick fix d. ad hoc REF: 109

16. Which is appropriate when a customer asks to speak to an analyst who is unavailable? ______

a. Ask for the customer’s name and then politely explain that the analyst is unavailable. b. Inform the customer that the analyst is meeting with his supervisor about a project he is working on. c. Tell the customer that the analyst hasn’t shown up today. d. Inform the customer that the analyst is unavailable and ask if you may help the customer. REF: 110

17. ____ defines the relative importance of an incident and determines in which order incidents are handled.

a. Priority c. Urgency b. Severity d. Impact REF: 113

CCI Training Center IT Professional Communications LAB 3 Page 3 of 5 18. ITIL defines ____ as the effect an incident is having on the business.

a. priority c. urgency b. severity d. impact REF: 113

19. What kind of transfer is synonymous with a conference call? ______

a. hot transfer c. cold transfer b. quick transfer d. warm transfer REF: 120

20. Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue? ______

21. Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number? ______

22. What kind of survey involves calling a customer and asking for feedback on an incident that the service desk recently solved? ______

a. event-driven survey c. incident survey b. overall satisfaction survey d. call survey REF: 128

23. Where are criteria for determining impact, urgency, and priority defined? ______

a. Service Level Agreements c. mission statement b. customer handbook d. company goals REF: 113

24. ____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance. ______

a. Service Level Agreements c. Evaluation b. Monitoring d. Both A and B. REF: 125

CCI Training Center IT Professional Communications LAB 3 Page 4 of 5 25. What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period? ______

a. event-driven survey c. incident survey b. overall satisfaction survey d. performance survey

REF: 128

CCI Training Center IT Professional Communications LAB 3 Page 5 of 5