Updated: Jun 26, 2026
No. of Questions: 176 Questions & Answers with Testing Engine
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1. What is the best description of benchmarking in a support center?
A) Benchmarking is a comparative study of the support center's performance against comparable organizations.
B) Benchmarking is allowing your support staff to determine the method it will use to provide service.
C) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
D) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
2. External outsourcing by a third party is the preferred method of support in which situation?
A) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
B) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
C) Your support organization supports a number of proprietary applications and has significant security restrictions.
D) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
3. What is the best way to stay current with support industry developments?
A) Discuss key customer demands with colleagues.
B) Read books by famous management experts.
C) Spend occasional time on vendor's Web sites.
D) Join industry-related groups.
4. What is a best practice for providing direction and focus under chaotic circumstances?
A) Empathize with your team members.
B) Assure staff that everything is fine.
C) Offer unpaid leave to your staff.
D) Advise staff that big changes are imminent.
5. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)
A) review your team's structure for opportunities to leverage the skill mix
B) involve model team members in the interview and selection process
C) perform a job analysis to determine the required skills and temperament.
D) review salary expectations in relation to departmental constraints
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A,B,C |
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