Free Access HDI.QQ0-301.v2022-12-24.q71 Practice Test (Page 11)

Question 46

A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A.Schedule a callback to resolve the problem in the morning.

B.Talk the customer through the steps to resolve the problem.

C.Dispatch a deskside support analyst to address the incident.

D.Transfer the customer to the software vendor for support.

Question 47

You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A.Tell them that they will not be involved - directly or indirectly.

B.Describe a possible scenario for the situation three months after the survey.

C.Provide tea and biscuits for them.

D.Ask them some open questions.

Question 48

What is the best description of self-healing tools?
(Choose 1)

A.Self-healing tools identify when a problem has occurred and automatically corrects it.

B.Self-healing tools remove the emotion from a support request.

C.Self-healing tools allow an analyst to control a customer desktop remotely.

D.Self-healing tools immediately dispatch an engineer when a customer makes a request.

Question 49

What is a negative effect of stress?
(Choose 1)

A.People work longer and are overworked.

B.People are often ill.

C.People leave to work in other teams.

D.People take regular breaks.

Question 50

What is coaching?
(Choose 1)

A.How to structure a dynamic team.

B.The process of helping to enable the team to build their strengths based on a co-operative relationship.

C.Getting better performing staff to work with poorer performers to show them how to do better.

D.Showing staff examples of excellent performance so they can follow the lead.

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Question 46

Question 47

Question 48

Question 49

Question 50

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