HD0-200 무료 덤프문제 온라인 액세스

What is the most effective method for ticket monitoring? (Choose 1)

• A.Follow up calls or surveys.
• B.Monthly Change reports.
• C.Live service observations.
• D.Service Level Agreements.

What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

• A.Location.
• B.Cost implications.
• C.Storage/space capacities.
• D.Computer telephony integration (CTI).

What are three things to consider when determining new help desk equipment requirements? (Choose three)

• A.The expected call volume.
• B.The number of expected help desk personnel.
• C.The functionality advertised with the most popular systems.
• D.The budget available for new equipment.

What are the two most important requirements for ensuring successful change management? (Choose 2)

• A.Buy-in of affected stakeholders.
• B.Meeting ISO9000 documentation standards
• C.IT approved changes.
• D.Administrative staff support.
• E.Change management authorisation and approval.

Which are two characteristics of active listeners? (Choose two)

• A.They demonstrate sympathy.
• B.They listen for, and recognise, emotion words.
• C.They use the customer's name.
• D.They avoid using verbal attends.