Online Access Free HDI.QQ0-301.v2022-08-03.q69 Practice Test (Page 11)

QQ0-301 Exam Question 46

Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

A.SLAs will improve working relationships.

B.SLAs allow customers the opportunity to criticise IT.

C.IT will become more streamlined.

D.IT can prioritise resources to address specific requirements.

E.IT can always deliver what customers want.

QQ0-301 Exam Question 47

What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A.A telephone survey to 25 customers a day.

B.An annual or periodic survey.

C.A selective survey.

D.An email survey scheduled for every Tuesday.

QQ0-301 Exam Question 48

You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A.It enables customers to make their own amendments to procedures.

B.It allows customers access to the knowledgebase.

C.It allows customers to log their own requests and incidents.

D.It enables customers to check call status.

E.It enables customers to update the schedules.

QQ0-301 Exam Question 49

What is the best description of the role of computer telephony integration?
(Choose 1)

A.Computer telephony integration combines e-mail and voice mail into a common inbox.

B.Computer telephony integration enables universal call routing of multiple contact methods.

C.Computer telephony integration facilitates the efficient processing of customer contacts.

D.Computer telephony integration provides instant online access to voice and data systems.

QQ0-301 Exam Question 50

Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A.Average speed to Answer.

B.Customer satisfaction.

C.First contact resolution.

D.Cost per incident.

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