A.If the average speed to Answer is high then the abandon rate is likely to be high.

B.If the average speed to Answer is low then the abandon rate is likely to be high.

C.If the average speed to Answer is high then the abandon rate is likely to be low.

D.The average speed to Answer has no effect on the abandon rate.

A.Establish review procedures to test the structure of the knowledgebase.

B.Review all solutions to verify their validity and content.

C.Evaluate information to assure conformity with the required standards.

D.Delegate the task to your team leaders as part of their development programme.

E.Request a part-time resource to assist you with the task.

A.Identify its size, wants, outages and tactics.

B.Identify its strengths, wants, organisation and threats.

C.Identify its strengths, weaknesses, opportunities and threats.

D.Identify its successes, weaknesses, opportunities and threats. nArialZ br

A.Documenting processes and procedures provides information for subject matter experts.

B.Documenting processes and procedures encourages adherence to policies and procedures.

C.Documenting processes and procedures allows analysts to display their creative sides.

D.Documenting processes and procedures is a requirement for incident management.

A.Voice mail.

B.Using open questions.

C.Chat room.

D.Telephone conversation.