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Free QQ0-200 Exam Braindumps (page: 7)

Page 6 of 29
PDF with 114 Questions

What are the two key benefits of self help technology? (Choose 2)

  1. It reduces the need for technical support staff.
  2. It educates customers.
  3. It allows for longer wrap-up time.
  4. It reduces calls in to the help desk.

Answer(s): B,D



When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

  1. Telephony system.
  2. Interactive Voice Response.
  3. Call logging system.
  4. Web server.

Answer(s): A,C



What are the two most important purposes of an annual survey? (Choose two)

  1. To assess IT technical support.
  2. To evaluate overall satisfaction levels.
  3. To measure changes in products and services from the previous year.
  4. To identify changes customers feel are valuable.

Answer(s): B,D



What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

  1. Structured information gathering.
  2. Root cause discussions.
  3. Unstructured information gathering.
  4. Logical analysis.

Answer(s): A,C






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