QQ0-100 Exam Questions

Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)

Which two techniques are important for keeping a customer focused? (Choose two.)

Which three are common characteristics of successful teams? (Choose three.)

What is deductive reasoning?

What is a key benefit of a positive work environment?

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

Who is responsible for maintaining a working environment conducive to effective inter- departmental relationships?

A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second...

What are peripheral devices?

Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

Companies typically restrict access to which three types of data? (Choose three.)

What does the abbreviation CTI stand for?

Which three policies assist analysts with managing their time? (Choose three.)

Which three are benefits of a call management system? (Choose three.)

What is a key benefit of using a web site for reference?

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the...

What are three important attributes of high-quality leaders? (Choose three.)

What are three obstructions to active listening? (Choose three.)

Which situation is typically addressed by a system administrator? (Choose 1)

You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

What is used to set customer expectations? (Choose 1)

Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

Which topologies are used to provide interconnectivity between networks?

Which technique will best optimise talk time?

What are peripheral devices?

Which two statements describe active listening? (Choose two.)

In which three situations is escalating a call to management appropriate? (Choose three.)

Which two actions reflect a supportive help desk environment? (Choose two.)

Which statement best describes communication within a positive work environment?

For which three reasons do companies implement security policies? (Choose three.)

What are three components of CTI? (Choose three.)

Which three metrics would be affected by training? (Choose three.)

Which statement about successful team players is true?

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

What is the primary purpose of an on-going (event) survey?

In which three ways can you create a positive image of your organisation? (Choose three.)

Which three techniques describe basic creative thinking? (Choose three.)

What is a key benefit of purchasing a knowledge database?

Which three are characteristics of a good negotiator? (Choose three.)

Which are two characteristics of active listeners? (Choose two)

What is the best description of multi-tasking? (Choose 1)

Which is a technique used in paraphrasing? (Choose 1)

What are three things to consider when determining new help desk equipment requirements? (Choose three)

Which statement about telephone etiquette is true?

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

Which statement best describes logical problem solving?

An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successfully manage the call?...

Which three network outages should be assigned a high priority? (Choose three.)

Which two facts about customer satisfaction are true? (Choose two.)