What are two key reasons that can cause a team to fail? (Choose two)

A. The team has clear objectives.

B. The team lacks management support.

C. The team is cross-functional.

D. The team has multiple locations.

E. The team has insufficient time allocated for team activities.

What are the two most important characteristics of successful teams? (Choose 2)

A. They have individual responsibilities to which they work exclusively.

B. There are many different personalities and skills.

C. They are given challenges to meet and are rewarded effectively.

D. They always make all decisions together.

A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A. Notify their manager of the suspected violation.

B. Notify FAST (Federation Against Software Theft).

C. Notify the department that they are using illegal software.

D. Notify the software vendor's local office.

What are the two most important uses for Computer Telephony Integration? (Choose 2)

A. It enables the manager to view help desk performance in real time.

B. It identifies callers to the help desk via screen pop.

C. It requires the customer to input data.

D. It prevents calls being queued.

E. It enables the blocking of unwanted calls.

Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A. What were the circumstances that led to this situation?

B. Have you ever had this error before?

C. Have you spoken with the systems administrator?

D. What is the error code you see?