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最新的 HDI World wide Certification QQ0-301 免費考試真題:

1. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Ask other team members to highlight the individuals weaknesses.
B) Assess their abilities, competencies and commitment level.
C) Identify a quiet environment to carry out the coaching.
D) Research the individuals career history.

2. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Get senior management approval for the resource plan.
B) Organise frequent motivational sessions with your team.
C) Align resources to projects or activities.
D) Draw up a monthly rota of shift patterns.

3. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer to e-mail them later.
B) Ask the customer if a colleague at their site can help with the conversation.
C) Ask a colleague on the service desk to take the call instead of you.
D) Ask the customer to find a translation service and call you back.

4. What is the primary objective of customer satisfaction surveys?
(Choose 1)

A) Customer satisfaction surveys identify what customers feel is important.
B) Customer satisfaction surveys establish a basis for future pay rises.
C) Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
D) Customer satisfaction surveys determine if the Service Desk is following the SLA.

5. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies ensure that security is everyones concern.
B) Security policies protect the company and customers from unauthorised access.
C) Security policies safeguard the Service Desks staff from liability.
D) Security policies are required by IT management.

問題與答案：