What is the primary advantage of providing deskside support?
(Choose 1)

• A.Providing deskside support removes the emotional aspect of the incident.
• B.Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
• C.Providing deskside support gives the deskside support agent enough work to justify her employment.
• D.Providing deskside support resolves incidents faster than by handling them on the phone.

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What is the best reason for using instant messaging in a support environment?
(Choose 1)

• A.Use instant messaging to provide fast and easy access to internal experts.
• B.Use instant messaging when the phone lines are all busy.
• C.Use instant messaging if the SLA prohibits deskside support.
• D.Use instant messaging if the analyst has poor phone skills.

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Which two of these statements best match your understanding of stress?
(Choose 2)

• A.Stress is a reaction to a change.
• B.Stress is natural and it can have positive or negative impacts.
• C.Stress is a crucial motivational force.
• D.Stress is heightened personal awareness of a threat.
• E.Stress is a negative drag on enthusiasm levels in a team.

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