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  3. QQ0-300

HDI QQ0-300 Exam (page: 4)
HDI QQ0-300 : Help Desk Manager
Updated on: 12-Feb-2026

Viewing Page 4 of 21
QQ0-300 PDF 116 Questions

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

  1. days and hours of service
  2. call flows
  3. training material
  4. 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?

  1. Management believes that call volumes will remain at the current levels for the next several years.
  2. Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
  3. 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.
  4. Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

Answer(s): C



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.)

  1. analyst focus groups
  2. analyst training
  3. analyst reviews
  4. analyst interviews

Answer(s): B,C



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

  1. maintaining normal voice modulation with the customer
  2. matching voice modulation with the customer
  3. empathizing with the customer during problem resolution
  4. instructing the customer in problem resolution

Answer(s): A,C



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.)

  1. change management
  2. workforce scheduling
  3. quality assurance
  4. disaster recovery
  5. trend analysis

Answer(s): B,E



Viewing Page 4 of 21



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