QQ0-300 : Help Desk Manager Exam Questions PDF download

QUESTION: 16

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

days and hours of service
call flows
training material
products supported

Answer(s): A,D

Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, in sourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

Management believes that call volumes will remain at the current levels for the next several years.
Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain that increases are needed now.
Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

Answer(s): C

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QUESTION: 18

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 consistent service?
(Choose two.)

analyst focus groups
analyst training
analyst reviews
analyst interviews

Answer(s): B,C

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QUESTION: 19

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

maintaining normal voice modulation with the customer
matching voice modulation with the customer
empathizing with the customer during problem resolution
instructing the customer in problem resolution

Answer(s): A,C

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QUESTION: 20

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 to rollout in three months. What helped you make your decision? (Choose two.)

change management
workforce scheduling
quality assurance
disaster recovery
trend analysis

Answer(s): B,E

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HDI QQ0-300 : Help Desk Manager QQ0-300 Dumps in PDF

Free HDI QQ0-300 Real Questions (page: 15)

QUESTION: 16

QUESTION: 17

QUESTION: 18

QUESTION: 19

QUESTION: 20