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質問 1：
Which metric indicates how often A customer may need a follow-up call to achieve resolution?
A. Capture rate
B. First call resolution rate
C. Call return rate
D. Abandon rate
正解：B
質問 2：
A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if a start button or disk icon appears on the screen
B. Ask the customer if he is the only one who can print to this server
C. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D. Ask the customer if he has experienced any problems recently with any other applications
正解：A,B,C
質問 3：
Which statement best describes communication within a positive work environment?
A. E-mail and automate communications mediums are used extensively
B. Peer-to -peer communication works best within the department
C. Communication among all members of the organization is maximized
D. Managers are responsible for initiating vertical communication
正解：C
質問 4：
Which topologies are used to provide interconnectivity between networks?
A. RS-232, Analogue, and Voice
B. T-1s, ISDN, and Mainframe
C. TCP/IP, UNIX, and IPX/SPX
D. Ethernet, Fiber Optic, and Token Ring
正解：D
質問 5：
What is the first thing you should do if you think there is unlicensed software on computers at your company?
A. Notify software vendor
B. Notify industry piracy association
C. Do nothing, everyone already knows
D. Notify IT/legal/security departments
正解：B
質問 6：
Which system allows A customer to choose among various options when calling a help desk?
A. Voice Recognition System (VRS)
B. Interactive Voice Response (IVR)
C. Multiple Option System (MOS)
D. Optional Response Routing (ORR)
正解：B
質問 7：
In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
A. You rely on the obvious
B. You offer more options
C. You are open to learning
D. You use the same tools
正解：B,C
質問 8：
Which three media can be used to conduct surveys? (Choose three.)
A. The Internet
B. E-mail
C. A suggestion box
D. Personal interviews
正解：B,C,D
Which metric indicates how often A customer may need a follow-up call to achieve resolution?
A. Capture rate
B. First call resolution rate
C. Call return rate
D. Abandon rate
正解：B
質問 2：
A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if a start button or disk icon appears on the screen
B. Ask the customer if he is the only one who can print to this server
C. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D. Ask the customer if he has experienced any problems recently with any other applications
正解：A,B,C
質問 3：
Which statement best describes communication within a positive work environment?
A. E-mail and automate communications mediums are used extensively
B. Peer-to -peer communication works best within the department
C. Communication among all members of the organization is maximized
D. Managers are responsible for initiating vertical communication
正解：C
質問 4：
Which topologies are used to provide interconnectivity between networks?
A. RS-232, Analogue, and Voice
B. T-1s, ISDN, and Mainframe
C. TCP/IP, UNIX, and IPX/SPX
D. Ethernet, Fiber Optic, and Token Ring
正解：D
質問 5：
What is the first thing you should do if you think there is unlicensed software on computers at your company?
A. Notify software vendor
B. Notify industry piracy association
C. Do nothing, everyone already knows
D. Notify IT/legal/security departments
正解：B
質問 6：
Which system allows A customer to choose among various options when calling a help desk?
A. Voice Recognition System (VRS)
B. Interactive Voice Response (IVR)
C. Multiple Option System (MOS)
D. Optional Response Routing (ORR)
正解：B
質問 7：
In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
A. You rely on the obvious
B. You offer more options
C. You are open to learning
D. You use the same tools
正解：B,C
質問 8：
Which three media can be used to conduct surveys? (Choose three.)
A. The Internet
B. E-mail
C. A suggestion box
D. Personal interviews
正解：B,C,D
堀越** -
大判のテキストで問題も豊富。HD0-100学習に良い