QQ0-300 Exam Questions

Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

What are two benefits of external outsourcing?

What should the Help Desk consider when working with different customers?

Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

What are two roles of expert systems in Help Desk applications? (Choose two)

When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

What should you use to define a Help Desk's role in an organization?

What contributes most to creative and effective problem solving?

What are two roles of expert systems in Help Desk applications? (Choose two)

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?

Which concept refers to identifying required staffing based on projected volume?

When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

What are three characteristics of performance measurement? (Choose three)

Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

Which two actions ensure consistent customer service? (Choose two)

Which technology reduces Help Desk call volumes?

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

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...

How can you provide direction in times of confusion or ambiguity?

An analyst comes to you with several ideas on how to solve your slow network-connection protection problem. Your network support team is responsible for solving this problem and is...

What destroys the reputation of the Help Desk and ruins the integrity of the company?

What are three reasons that companies institute security programs? (Choose three)

What are two enabling factors of the HDI Certified Support Center model? (Choose two)

When marketing a support center, what should be clearly communicated to stakeholders?

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

After assessing the need for organizational development, which statement best explains what a manager must do?

Which three statements about contract staffing are true? (Choose three)

Which three ensure the realization of an employee's potential? (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 outages. What helps you prepare for the upcoming...

Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

Contract staffing is best described by which statement?

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

What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

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

What are two ways to understand and value cultural difference ? (Choose two)

Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)

Who is the most effective advocate for raising awareness of a support center in a business?

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...

Which two items should you consider before making Help Desk operational decisions? (Choose two)

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...

Which two techniques are effective in preventing or eliminating customer conflict?(Choose two)

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

Customer satisfaction surveys provide feedback on (Choose two)

Call volume increases whenever a new release of software is deployed, causing an increase in the Abandonment Rate. You have decided to increase staff for the new release scheduled...

Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

What are two benefits of external outsourcing compared to contract staffing?(Choose two)

A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide...

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

What should the Help Desk manager do to be a good listener? (Choose three)