Online Access Free HDI.QQ0-301.v2022-04-26.q72 Practice Test (Page 12)

QQ0-301 Exam Question 51

What is the most important factor when developing a workforce schedule?
(Choose 1)

A.Total workstations available.

B.Type of support to be provided.

C.Budget restraints.

D.Projected call volume.

QQ0-301 Exam Question 52

What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A.Forms the core process element for incident management.

B.Is able to analyse and smooth resource peaks and troughs.

C.Ability to record, track and manage incidents, problems and changes.

D.Helps customers fix problems more quickly.

QQ0-301 Exam Question 53

What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A.Performance management.

B.Objective management.

C.Risk management.

D.Service level management.

QQ0-301 Exam Question 54

What are three purposes of a customer satisfaction survey?
(Choose 3)

A.Find out what customers think of IT services.

B.Identify new services or products that customers indicate they require.

C.Benchmark customer satisfaction.

D.Find out if the customers are talking to outsourcing companies.

E.Identify the quality of customer usage of IT Services.

QQ0-301 Exam Question 55

What is the primary advantage of providing deskside support?
(Choose 1)

A.Providing deskside support removes the emotional aspect of the incident.

B.Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.

C.Providing deskside support resolves incidents faster than by handling them on the phone.

D.Providing deskside support gives the deskside support agent enough work to justify her employment.

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