The latest qq0-300 practice exam
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Latest qq0-300 exam dumps
Exam Number/Code: qq0-300
Questions and Answers:116 Q&As
Updated: 2009-09-21
Register for Exam: Prometric/Pearson VUE
Exam Name:hdi qulilfied help desk manager(hdm)
qq0-300 dumps Description
Credit Toward CertificationWhen you pass Exam qq0-300: hdi qulilfied help desk manager(hdm), you complete the requirements for the following certification(s):
HDI Certified Technical Specialist: hdi qulilfied help desk manager(hdm) Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of HDI. HDI exams might include adaptive testing technology and simulation items. HDI does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format.
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Exam : HDI Worldwide QQ0-300
Title : Hdi qulilfied help desk manager(hdm)
1. What are two roles of expert systems in Help Desk applications? (Choose two.)
A. to narrow down the type of problem and suggest resolutions
B. to provide Help Desk analysts with answers to every customer question
C. to provide a direct channel to vendors’ marketing departments for new systems
D. to provide assistance to second-level analysts for more advanced troubleshooting
Answer: AD
2. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three.)
A. Mediocre service is generally acceptable if the customer likes you personally.
B. Mediocre service can cause a customer gradually to want to do business somewhere else.
C. A bad interaction can initiate a customer’s split-second decision never to do business with you again.
D. A positive interaction can initiate a customer’s split-second decision to continue doing business with you.
Answer: BCD
3. Your Help Desk is 24×7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. gap analysis reports
Answer: B
4. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _____.
A. be positive
B. be able to multitask
C. be willing to participate
D. use personal abilities and resources
Answer: B
5. Contract staffing is best described by which statement?
A. Contract employees typically work for a clearly defined time frame.
B. Contract employees need more initial training than full-time employees.
C. Contract employees perform work that is not normally done by a full-time employee.
D. Contract employees work independently and are not considered part of an organizational unit.
Answer: A
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