Online Access Free QQ0-301 Practice Test

Which two of the following are key components of a marketing programme?
(Choose 2)

• A.Defining the message and communicating to the relevant audience.
• B.Identifying the key customers.
• C.Communication to all stakeholders in a similar manner.
• D.Targeting messages to all IT.
• E.Planning and scheduling ongoing communication.

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

• A.Providing deskside support gives the deskside support agent enough work to justify her employment.
• B.Providing deskside support resolves incidents faster than by handling them on the phone.
• C.Providing deskside support removes the emotional aspect of the incident.
• D.Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.

What are two of the best uses of self-service technology?
(Choose 2)

• A.Self-service technology helps customers talk to one another about problems.
• B.Self-service technology allows customers to comment on the performance of support staff.
• C.Self-service technology gives customers the ability to solve problems on their own.
• D.Self service technology allows customers to find information on procedures.
• E.Self-service technology maintains an inventory of equipment.

What is the best description of the activities of the incident management process?
(Choose 1)

• A.Incident management ensures affected customers are using only approved workarounds.
• B.Incident management performs root cause analysis on each incident or request.
• C.Incident management records, documents and categorises all incidents or requests.
• D.Incident management identifies the departments responsible for generating the most incidents.

You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

• A.Identify its successes, weaknesses, opportunities and threats. nArialZ br
• B.Identify its strengths, wants, organisation and threats.
• C.Identify its size, wants, outages and tactics.
• D.Identify its strengths, weaknesses, opportunities and threats.