QQ0-300 Online Practice Questions and Answers

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 days?

A. UPS usage reports

B. gap analysis reports

C. call answer plans

D. contingency plans

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. recognize and reward the individual who handles the most calls

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

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

D. publish trend reports for the group as a whole

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

A. to provide Help Desk analysts with answers to every customer question

B. to narrow down the type of problem and suggest resolutions

C. to provide a direct channel to vendors' marketing departments for new systems

D. to provide assistance to second-level analysts for more advanced troubleshooting

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

A. The feedback may indicate whether or not you are meeting your mission.

B. Help Desk performance can be measured against expectations.

C. Customers are more likely to provide responses on future surveys.

D. Customers care how your Help Desk is doing.

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 answers on undocumented procedures, and .

A. be willing to participate

B. be able to multitask

C. use personal abilities and resources

D. be positive

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 requirements should you consider?

A. application requirements

B. historical requirements

C. staffing requirements

D. scheduling requirements

Which traits should a Help Desk manager look for in an analyst to determine if the analyst can effectively multitask?

A. takes chances and switches topics

B. changes perspectives often and is self sufficient

C. takes the initiative and is creative

D. handles stress and prioritizes

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

A. produce individual and team performance reports

B. demonstrate your commitment to the organization

C. seek feedback from the analysts on job difficulties

D. take the time to recruit and hire new employees