QQ0-100 Exam Questions

Which two are benefits of teamwork? (Choose two.)

What is paraphrasing?

For which two reasons do help desk's log all calls? (Choose two.)

In which four circumstances is it appropriate to use open questions? (Choose three.)

Why are customer satisfaction surveys important?

What is the primary role of support service?

What are three reasons for providing consistent service? (Choose three.)

What is a key benefit of a knowledge-base system?

What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

What are the two most important characteristics of successful teams? (Choose 2)

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

Which two business needs must be considered when allocating priorities? (Choose two)

Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

Which technique will best optimise talk time?

What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

Which two are effective techniques for dealing with stress? (Choose two.)

What are three benefits of a change management process? (Choose three.)

A customer satisfaction survey is important because it obtains information about _____.

Which system allows a customer to choose among various options when calling a help desk?

Which three skills should a network administrator's skill set include? (Choose three.)

What is unstructured information gathering? (Choose 1)

What are three characteristics of effective leaders? (Choose three)

What are the three most important benefits to the customer of following help desk procedures? (Choose three)

Which three media can be used to conduct surveys? (Choose three.)

Which two techniques are used to match a caller's style? (Choose two.)

Which metric indicates how long a customer has to wait before talking to an analyst?

What are three techniques of active listening? (Choose three.)

Which four statements about self-help materials are true? (Choose four.)

Which two characterise a successful negotiator? (Choose two.)

Which statement about service level agreements (SLAs) is true?

What is inductive reasoning?

Why is using a uniform greeting and closing with the customer an essential telephone skill?

During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?

In which two instances is it appropriate to use the customers first name? (Choose two.)

What are three characteristics of effective inter-departmental relationships? (Choose three.)

What is a key benefit of establishing effective inter-departmental relationships?

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

What is the first thing you should do if you think there is unlicensed software on computers at your company?

What two considerations need to be made when sharing workspace? (Choose two.)

Which two are characteristics of a team player? (Choose two.)

Which three are the most common type of network problems? (Choose three.)

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?