Online Access Free QQ0-301 Exam Questions

What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

• A.They are often late for work and get irritable when it is mentioned.
• B.They have a lot of folders open on their desk and always appear to have too much work to do.
• C.They seem to get into a lot of arguments and are always very cynical.
• D.They are supporting a new application that they dont like and are reluctant to talk to the development team about it.

What is the best way to prepare your Support Team to manage international calls?
(Choose 1)

• A.Interview each analyst to determine whether your analysts want to take international calls.
• B.Find ways to employ analysts that speak all the languages that will require support services.
• C.Use industry best practice as a benchmark and study successful companies that provide similar services.
• D.Ask management for funds to train all your analysts in the languages that will be required by the project.

What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

• A.Self-service tools improve the rapport between customers and analysts.
• B.Self-service tools encourage more customers to call for support.
• C.Self-service tools provide consistent responses to repetitive requests.
• D.Self-service tools keep customers dependent on the Service Desk.

What is the most likely disadvantage of outsourcing?
(Choose 1)

• A.Outsourcing can drastically change the types support services that are offered.
• B.Outsourcing can cause you to lose your organisational assets.
• C.Outsourcing can cause you to lose personnel to the outsourcers support team.
• D.Outsourcing can cause you to lose your corporate identity.

What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

• A.Metrics are used to assess the number of changes planned.
• B.Metrics are used to provide information to management.
• C.Metrics are used to determine scheduling needs.
• D.Metrics are used to provide justification for salary increases.