100-140

Question 11

Which three practices help create clear, concise, and factual documentation for a help desk ticket? (Choose three.) Note: You will receive partial credit for each correct response.

1. Write a detailed description of the problem in the ticket body.
2. Add resolution details.
3. Use shorthand.
4. Assign a category.
5. Write a general description of the problem in the ticket body.

Question 12

What is the purpose of a queue management system for a help desk?

1. It ensures that customer issues are addressed based only on issue complexity.
2. It ensures that customer issues are addressed fairly and timely.
3. It allows clients to choose their place in the queue.
4. It allows technicians to choose which ticket they want to complete.

Question 13

Move the interface types from the list on the left to their representations in the image on the right. You will not use all interface types in the list. Note: You will receive partial credit for each correct response.

Question 14

A user calls with questions about the type of display they should purchase for their new home office. You need to provide them with an explanation of the characteristics of the various video interfaces available. To answer, move each video interface on the left to its description on the right. Note: You will receive partial credit for each correct response.