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Updated: Aug 16, 2026
Q & A: 116 Questions and Answers
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| Section | Objectives |
|---|---|
| Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
| Problem Solving and Troubleshooting | - Escalation procedures - Basic troubleshooting methodology |
| Customer Service Skills | - Customer interaction best practices - Managing difficult customers - Communication fundamentals |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
1. Which three techniques describe basic creative thinking? (choose three)
A) Changing your perspective
B) Talking the complex approach
C) Developing alternatives
D) Looking beyond the evident
2. Place the network terms that are most related to one another and that provide similar functionality next to each other.
3. What should you do to assess A customer level of knowledge?
A) Ask open questions
B) Provide more detailed explanations
C) Assume the customer has a basic level of knowledge
D) Ask closed questions
4. Which statement about successful team players is true?
A) They desire continued acceptance by the group
B) They encourage member input in decisions
C) They change attitudes to conform to group standards
D) They impose ideas and values on others
5. In which three situations is escalating a call to management appropriate? (choose three)
A) When the customer requests it
B) When you have little or no experience with the problem
C) When you have exhausted all your available resources
D) When the service level agreement (SLA) requires it
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: Only visible for members | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: A,C,D |
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