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Certified Call Centre Associate (CCCA)

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Which of the following tasks would be considered unusual for planning a control self-assessment workshop?
A. Identifying key stakeholders and ensuring they are represented in the group.
B. Conducting interviews to identify relevant issues for the discussion.
C. Securing an external subject matter expert to arbitrate disputes.
D. Ensuring that managers are willing to accept constructive criticism.
Answer: C

On the Steelhead Mobile Controller, what VPNs require the use of Reorder Intermediate Drivers? (Select
A. Nortel VPN
B. Cisco VPN client
C. Check Point
D. OpenVPN
E. Riverbed VPN client
Answer: A,C

Which of the following statements about business activity models (BAM) is correct?
A. A BAM is a model of the organisation s processes.
B. A BAM will be defined for each business perspective.
C. A BAM flowcharts the sequence of business events.
D. A BAM will show who carries out business activities.
Answer: B

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