HDI-Help Desk Analyst

Question - 29 Maximum mark : - 54

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

Capture rate Abandon rate Call return rate First call resolution rate

What should you do to assess a customer level of knowledge?

Ask open questions. Ask closed questions. Provide more detailed explanations. Assume the customer has a basic level of knowledge.

Which question allows you to determine whether or not your customer is logged on to the network?

What is your login ID? Can you access e-mail? Are you logged on to the network? Which drives are displayed on your computer?

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