QQ0-300 Exam Questions

An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concern...

Who is ultimately responsible for an employee's success or failure?

What are three benefits of mentoring programs? (Choose three)

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing w...

A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

What should be addressed in a support center's marketing plan?

Organizational development needs are determined by which three methods? (Choose three)

Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

Which statement about contract staffing is true?

What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outage. What helps you prepare for the upcoming d...

Which three metric calculations impact customer satisfaction? (Choose three)

Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in...

What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

You are supporting someone from a different culture. How can you improve your communication? (Choose three)

Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?

How can you pursue continuous learning to stay current with industry standards?(Choose two)

External outsourcing by a third party is the preferred method of support in which situation?

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for app...

What are three common problems when supporting global customers? (Choose three)

How can you motivate others to seek guidance?

To which three types of data do companies restrict access? (Choose three)

In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three)

Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

What is an excellent form of feedback on the type of service and support you are providing to an organization?

To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

What are two advantages of Computer Telephony integration applications? (Choose two)

What should you do to ensure that your Help Desk support strategies align with the organization being supported?

What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current p...

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requiremen...

Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consisten...

How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

What is the benefit of outsourcing compared to insourcing?

What should analysts db to ensure that a shared work environment is effective?

What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

Which three actions can you take to reduce the risk of customer conflict? (Choose three)

What deductive reasoning based on?

When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

What should you consider when performing workforce scheduling and resource planning? (Choose three)

What should be clearly communicated to stakeholders when marketing a support center?

Which four factors are important when dealing with an individual's performance problem? (Choose four)

By asking customers to evaluate your present performance and suggest improvements what can you manage?

Which three statements about effective inter-departmental relationships are true? (Choose three)

What are three steps in an employee gap analysis? (Choose three)