QQ0-300 Online Practice Questions and Answers

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

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

B. meet regularly with stakeholders to determine training gaps

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

D. be active in the implementation plan for new products

Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

A. consistent and high-impact feedback to team members

B. interviews with key stakeholders, customers, and leaders

C. focus groups

D. round-table meetings with employees

Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

A. consistent and high-impact feedback to team members

B. interviews with key stakeholders, customers, and leaders

C. focus groups

D. round-table meetings with employees

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

A. automated alerts

B. broadcast messaging devices

C. fax

D. voice mail

Which three statements about effective inter-departmental relationships are true? (Choose three.)

A. You treat people in your organization as if they were your customer.

B. Other departments are supported even when they make a mistake.

C. Information is shared among departments within your organization.

D. Management responsibilities are shared.

After assessing the need for organizational development, which statement best explains what a manager must do?

A. trend and report the change

B. plan and implement the change

C. implement and review the new change

D. delegate and assign new tasks

What should the Help Desk manager do to be a good listener? (Choose three.)

A. be sensitive to the feelings of the speaker

B. re-interpret the message based on external input

C. carefully craft your responses to questions

D. make an effort to hear precisely what is being said

E. insert personal experiences into the conversation

F. note the speaker's non-verbal cues

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 management task ensures the highest levels of customer satisfaction?

A. performing random telephone surveys with customers, and then recording the responses

B. performing reviews of customer survey responses

C. evaluating customer responses against standards, and then making process changes

D. performing periodic reviews of satisfaction survey responses

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