HDI World wide Certification Real Exam Questions and Answers FREE QQ0-301 Updated on Mar 07, 2022 [Q31-Q50]

ExamBoosts March 7, 2022 QQ0-301 > HDI 0

Rate this post

HDI World wide Certification QQ0-301 Real Exam Questions and Answers FREE Updated on Mar 07, 2022

QQ0-301 Ultimate Study Guide – ExamBoosts

NO.31 What is the best description of the role of computer telephony integration?
(Choose 1)

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

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

Computer telephony integration facilitates the efficient processing of customer contacts.

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

NO.32 What is a negative effect of stress?
(Choose 1)

People work longer and are overworked.

People take regular breaks.

People are often ill.

People leave to work in other teams.

NO.33 You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

Delegate the task to your team leaders as part of their development programme.

Evaluate information to assure conformity with the required standards.

Request a part-time resource to assist you with the task.

Review all solutions to verify their validity and content.

Establish review procedures to test the structure of the knowledgebase.

NO.34 What is a key element of the coaching process?
(Choose 1)

Encouraging a team ethos in the individual.

Encouraging participation by using open questions.

Pushing the individual to admit weak areas.

Schedule a follow-up meeting for a years time.

NO.35 If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A clear sense of dedication and purpose.

High morale and motivation.

A broad mix of skills.

A clear sense of fun and community.

Involvement in decisions.

A wide range of emotions.

NO.36 Where would you be most likely to find a values statement?
(Choose 1)

Marketing pamphlets.

Vision statement.

Mission statement.

ROI description.

NO.37 What is the best way to prepare your Support Team to manage international calls?
(Choose 1)

Ask management for funds to train all your analysts in the languages that will be required by the project.

Find ways to employ analysts that speak all the languages that will require support services.

Interview each analyst to determine whether your analysts want to take international calls.

Use industry best practice as a benchmark and study successful companies that provide similar services.

NO.38 Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

Following standard operating procedures allows metrics to be captured.

Following standard operating procedures enables faster, more efficient service.

Following standard operating procedures increases employee satisfaction.

Following standard operating procedures minimises performance problems.

NO.39 You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

Encourage the personalisation of workstations.

Organise regular team social events.

Work together to accomplish common goals.

Ensure a secure working environment.

NO.40 Which two of these statements best match your understanding of stress?
(Choose 2)

Stress is heightened personal awareness of a threat.

Stress is a negative drag on enthusiasm levels in a team.

Stress is natural and it can have positive or negative impacts.

Stress is a crucial motivational force.

Stress is a reaction to a change.

NO.41 Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

Any cross-cultural communication issues must be rectified.

The possible risks of the proposed change must be assessed.

The service level agreement must be modified to include the change.

The Service Desk must commit to the change even if it fails.

NO.42 What are two best practices for retaining valuable members of your team?
(Choose 2)

Avoid criticising the members of your team and praise regularly.

Let members of your team figure out the job for themselves.

Pay better than the industry average for the position.

Provide your employees with a clear career path.

NO.43 What best describes the goals of IT Service Management?
(Choose 1)

IT Service Management aligns business services to IT services.

IT Service Management aligns IT services to the organisations needs.

IT Service Management means that IT services are visibly controlled by the organisation.

IT Service Management means that organisational needs are controlled by IT services.

NO.44 What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

Remote support tools.

SLA measurement tools.

IVR and CTI.

Customer satisfaction surveys.

NO.45 How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A SWOT helps you identify marketing opportunities as it shows the teams strengths.

A SWOT enables you to identify incentives that are attractive to your team.

A SWOT helps you identify areas for growth for your team.

A SWOT provides an opportunity to hold regular meetings with your team.

NO.46 Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

Your team cannot resolve the problem using remote support methods.

Your team is short-staffed due to training commitments.

Your team is unsure of how to resolve the problem.

Your team should be more visible in the company.

NO.47 Which statement best describes IT asset management?
(Choose 1)

IT asset management controls the Service Desks hardware.

IT asset management is a comprehensive IT library.

IT asset management is lifecycle management for IT equipment.

IT asset management restricts the improper use of software.

NO.48 Which two activities are part of the release management process?
(Choose 2)

Managing the Definitive Software Library.

Building the Configuration Management Database.

Tracking Requests for Change.

Training and communication.

Designing and coding software.

NO.49 What is the most important benefit of benchmarking?
(Choose 1)

Benchmarking identifies ways of reducing headcount.

Benchmarking justifies requesting additional money for the budget.

Benchmarking provides the basis for improvement initiatives.

Benchmarking removes the risk of outsourcing.

NO.50 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.

Loading …

Ultimate Guide to Prepare QQ0-301 Certification Exam for HDI World wide Certification: https://www.examboosts.com/HDI/QQ0-301-practice-exam-dumps.html

QQ0-301 accurate study material QQ0-301 certification exam infor QQ0-301 exam vce QQ0-301 latest exam collection free QQ0-301 reliable exam objectives pdf QQ0-301 reliable exam questions QQ0-301 reliable study questions ppt QQ0-301 vce format

HDI World wide Certification Real Exam Questions and Answers FREE QQ0-301 Updated on Mar 07, 2022 [Q31-Q50]

HDI World wide Certification Real Exam Questions and Answers FREE QQ0-301 Updated on Mar 07, 2022 [Q31-Q50]

Leave a Reply Cancel reply

QQ0-301 Practice Tests

Related Certifications

Recent Posts

Recent Comments

Archives

Exam Dumps