[Q75-Q92] QQ0-301 by HDI Actual Free Exam Questions And Answers [UPDATED 2022]

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QQ0-301 by HDI Actual Free Exam Questions And Answers [UPDATED 2022]

QQ0-301 Questions Truly Valid For Your HDI Exam!

NO.75 What is the primary objective of customer satisfaction surveys?
(Choose 1)

Customer satisfaction surveys determine if the Service Desk is following the SLA.

Customer satisfaction surveys establish a basis for future pay rises.

Customer satisfaction surveys identify what customers feel is important.

Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.

NO.76 What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

Objective management.

Performance management.

Risk management.

Service level management.

NO.77 If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

Ask the customer to e-mail them later.

Ask the customer if a colleague at their site can help with the conversation.

Ask the customer to find a translation service and call you back.

Ask a colleague on the service desk to take the call instead of you.

NO.78 You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

Asking the questions required to enable you to complete a task.

Asking questions in a predefined sequence and format.

Asking the questions that you have been told to ask.

Asking customers to use email when requesting assistance.

NO.79 What is the formula for calculating return on investment?
(Choose 1)

Cost / Value *100

(Cost – Value) / Value *100

Value / Cost *100

((Value – Cost) / Cost) * 100

NO.80 Which two of the following are key components of a marketing programme?
(Choose 2)

Identifying the key customers.

Defining the message and communicating to the relevant audience.

Targeting messages to all IT.

Communication to all stakeholders in a similar manner.

Planning and scheduling ongoing communication.

NO.81 What is the best description of knowledge management?
(Choose 1)

Knowledge management is a process by which customers send useful solutions to support staff.

Knowledge management is the capture and reuse of business and technical information in an organisation.

Knowledge management is the key component of a service level agreement.

Knowledge management provides information to management about each reported incident.

NO.82 You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)

Request a change to their work schedule.

Find details of password reset options.

Update contact information.

Find out where the nearest technology suppliers are based.

Discover what the SLA contains.

NO.83 What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

Undertake a business impact assessment.

Perform risk analysis.

Determine the strategy.

Implement stand-by procedures.

NO.84 What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

Security policies allow the Service Desk to stay open later.

Security policies ensure that customers cannot carry out illegal transactions.

Security policies limit Internet access for all of the companys employees.

Security levels are agreed, measured and monitored.

NO.85 What is the primary goal of problem management?
(Choose 1)

The primary goal of problem management is to eliminate the cause of incidents.

The primary goal of problem management is to reduce the number of incidents.

The primary goal of problem management is to resolve incidents quickly.

The primary goal of problem management is to restore normal service.

NO.86 Which is a method for assessing team development needs?
(Choose 1)

Benchmarking.

Call monitoring.

Knowledge management.

Skills gap analysis.

NO.87 You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

Practice effective time management.

Produce a list of possible participants.

Work to flexible timings according to individual preferences.

Provide adequate notice of the meeting to participants.

Provide an adequate room with plenty of refreshments.

NO.88 What is one of the main benefits of incident monitoring?
(Choose 1)

It identifies areas where analyst skills can be improved.

It allows regular assessment of incident types.

It ensures consistent first level responses.

It provides excellent examples of unique call handling techniques.

NO.89 Which is the best example of one-way information gathering?
(Choose 1)

Asking the customer questions on the phone.

Conducting a face-to face interview with the customer.

Receiving an e-mail from the customer.

Requesting that the customer fill out a questionnaire.

NO.90 Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

Average speed to Answer.

Cost per incident.

Customer satisfaction.

First contact resolution.

NO.91 What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

Suggesting where improvements could be made.

Recognising that the current levels of service are better than expected.

Identifying the desired state.

It is more effective than performing a cost benefit analysis.

NO.92 Why would you carry out an annual customer satisfaction survey?
(Choose 1)

To establish customer perception of the Service Desk over the period.

In order to boost the Service Desks image and morale.

To identify customers who need better IT education.

To show the percentage of customers using the latest system releases.

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[Q75-Q92] QQ0-301 by HDI Actual Free Exam Questions And Answers [UPDATED 2022]

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