QQ0-300 Online Practice Questions and Answers

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

A. past performance problems

B. verbal communications

C. written documentation

D. non-verbal communications

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

A. be active in the implementation plan for new products

B. be prepared to add staff should a new service fail

C. meet regularly with stakeholders to determine training gaps

D. meet regularly with focus groups and team members to evaluate past performances

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

A. senior management

B. first-line supervisors

C. team leaders

D. middle management

Which commonly used technology supports workflow management within a Call Management System?

A. automated alerts

B. broadcast messaging devices

C. fax

D. voice mail

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

A. identify trends in service, and then develop resources to meet those trends

B. create a personal network of advisors with whom you can share problems and concerns

C. concentrate on common goals during times of disagreement

D. develop interests outside of work to provide a stress-free zone

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

A. products supported

B. training material

C. days and hours of service

D. call flows

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

A. Interactive Voice Response

B. Automatic Call Distributor

C. Extra-diem Reporting Application

D. Intra-monthly Monitoring System

E. Customer Relationship Management

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

A. communications

B. financial trends

C. stakeholder expectations

D. direct labor resourcing

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

A. infrastructure requirements

B. return on investment

C. implementation timelines

D. staffing requirements

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 wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A. publish trend reports for the group as a whole

B. recognize and reward the individual who has the least "not available" time

C. recognize and reward the individual who handles the most calls

D. publish a list of agents ranked by who has the most talk time