최신 HDI World wide Certification QQ0-301 무료샘플문제:

1. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Ask them some open questions.
B) Tell them that they will not be involved - directly or indirectly.
C) Provide tea and biscuits for them.
D) Describe a possible scenario for the situation three months after the survey.

2. Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

A) Computer telephony integration.
B) E-mail routing servers.
C) Incident management systems.
D) Call management software.

3. What are two of the best uses of self-service technology?
(Choose 2)

A) Self-service technology gives customers the ability to solve problems on their own.
B) Self-service technology maintains an inventory of equipment.
C) Self-service technology allows customers to comment on the performance of support staff.
D) Self service technology allows customers to find information on procedures.
E) Self-service technology helps customers talk to one another about problems.

4. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
B) A code of conduct documents exceptions to the rules.
C) A code of conduct provides clarity of penalties for all complaints.
D) A code of conduct describes what behaviour is deemed to be ethical.
E) A code of conduct ensures compliance from all employees.

5. What are two critical success factors for Problem management?
(Choose 2)

A) The proper classification of incidents is consistent.
B) The cost of IT to the business is reduced.
C) The impact of problems on business activity is eliminated.
D) The cost of IT to the business is justified.
E) The quality of service is stabilised.

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