HDI HDI Certifications HD0-300 Questions & Answers

• Question 91:

  Which three statements about effective inter-departmental relationships are true? (Choose three)

  A. Management responsibilities are shared

  B. Other departments are supported even when they make a mistake

  C. You treat people in your organization as they were your customer

  D. Information is shared among departments within your organization

  Correct Answer: BCD

• Question 92:

  What are two ways to understand and value cultural difference ? (Choose two)

  A. take a course in cross-cultural studies

  B. take a course in business administration

  C. study the business practices in relation to the mission statement

  D. study the business practices of successful multinational business

  Correct Answer: AD

• Question 93:

  Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

  A. call flows

  B. training materials

  C. products supported

  D. days and hours of service

  Correct Answer: CD

• Question 94:

  What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

  A. promote information sharing and learning

  B. put processes in place for encouraging creativity

  C. put procedures in place for screening potential ideas.

  D. Prevent open discussions of new technologies at work.

  E. Require a formal plan before consideration of new ideas.

  Correct Answer: ABC

• Question 95:

  Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

  A. review salary expectations in relation to departmental constraints

  B. involve model team members in the interview and selection process

  C. review your team's structure for opportunities to leverage the skill mix

  D. perform a job analysis to determine the required skills and temperament.

  Correct Answer: BCD

• Question 96:

  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.

  Correct Answer: A

• Question 97:

  Which three statements about contract staffing are true? (Choose three)

  A. It enhances teamwork

  B. It allows the company to "try before they buy"

  C. It provides the ability to manage periodic peaks in workloads

  D. It can reduce the time it takes for agents to be effective on the phone.

  Correct Answer: BCD

• Question 98:

  Which three ensure the realization of an employee's potential? (Choose three)

  A. training plans

  B. employee salary

  C. job descriptions

  D. employee satisfaction

  Correct Answer: ACD

• Question 99:

  Your Help Desk is 24x7 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

  Correct Answer: B

• Question 100:

  How can you provide direction in times of confusion or ambiguity?

  A. create a sense of trust in subordinates by not personally making decisions.

  B. Centralize communication to ensure that all team members get accurate information

  C. Authorize the team leader to conduct team building activities to strengthen team ties.

  D. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.

  Correct Answer: B