What is the best definition of stress?
Answer(s): A
Which metric is used to measure the average amount of time that a customer waits before a call is answered?
Answer(s): C
Which of the following is a common quality assurance practice in a Service Desk?
Answer(s): B
A customer calls with a problem you know they could solve using the Service Desk web site. What isa best practice for encouraging the customer to try self-help?
Which best describes your responsibility in supporting customers?
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q252: dns poisoning is the correct answer, not locator redirection. beaconing is detected from a host. this indicates that the system has been infected with malware, which could be the source of local dns poisoning. location redirection works by either embedding the redirection in the original websites code or having a user click on a url that has an embedded redirect. since users at a different office are not getting redirected, it isnt an embedded redirection on the original website and since the user is manually typing in the url and not clicking a link, it isnt a modified link.
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