Free Access HDI.QQ0-301.v2022-04-26.q65 Practice Test (Page 12)

Question 51

What is the key benefit of telephone support?
(Choose 1)

A.It tells you about the customers emotional state.

B.It provides an effective barrier against emotions.

C.It is faster than self-service.

D.It minimises the need for desk side support.

Question 52

Which two statements best describe leadership in a Service Desk?
(Choose 2)

A.A Service Desk leader defines the tasks required.

B.A Service Desk leader focuses on process rather than efficiency.

C.A Service Desk leader sides with staff against customers.

D.A Service Desk leader leads by example.

Question 53

You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A.That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.

B.That your request for additional service desk staff will be agreed to.

C.That your understanding of the expected and desired role of the Service Desk is recognized.

D.That your marketing strategy is succeeding.

Question 54

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 email survey scheduled for every Tuesday.

C.An annual or periodic survey.

D.A selective survey.

Question 55

What is the difference between incident management and problem management?
(Choose 1)

A.Problem management prevents customers from calling; incident management handles calls when customers do call.

B.Problem management is focused on helping customers; incident management is focused on processes and procedures.

C.Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

D.Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

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Question 51

Question 52

Question 53

Question 54

Question 55

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