HDI HDI Certifications HD0-300 Questions & Answers

• Question 121:

  B. to provide Help Desk analysts with answers to every customer

  C. to provide a direct channel to vendor's marketing departments for new systems

  D. to provide assistances to second-level analysts for more advanced troubleshooting

  Correct Answer: AD

• Question 122:

  When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

  A. take the time to recruit and hire new employees

  B. produce individual and team performance reports

  C. demonstrate your commitment to the organization

  D. seek feedback from the analysts on job difficulties

  Correct Answer: CD

• Question 123:

  What are two benefits of external outsourcing?

  A. It improves teamwork

  B. It frees up space and equipment for internal growth.

  C. It allows rapid improvement in support quality without impacting the customers being supported

  D. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

  Correct Answer: BD

• Question 124:

  What should the Help Desk consider when working with different customers?

  A. All customers consider their problem to be an emergency

  B. All customers are unique individuals with their own perceptions

  C. All customers have similar expectations regarding quality service

  D. Customers who work for the same company have similar expectations

  Correct Answer: B

• Question 125:

  Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

  A. web

  B. e-mail

  C. telephone

  D. Call Management Systems

  E. Broadcast messaging devices

  Correct Answer: DE

• Question 126:

  What are three steps in an employee gap analysis? (Choose three)

  A. identify employee skills

  B. list the skills of each employee and compare them to each other

  C. compare the job skills for the employee's current position to the skills required for the next job level.

  D. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

  Correct Answer: ACD

• Question 127:

  Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

  A. Customers care how your Help Desk is doing

  B. Help Desk performance can be measured against expectations

  C. Customers are more likely to provide responses of futuresurvey's

  D. The feedback may indicate whether or not you are meeting your mission

  Correct Answer: BD

• Question 128:

  What should be clearly communicated to stakeholders when marketing a support center?

  A. the support center's staffing requirements

  B. the support center's implementation timelines

  C. the support center's infrastructure requirements

  D. the support center's effect on operational productivity

  Correct Answer: D

• Question 129:

  Which four factors are important when dealing with an individual's performance problem? (Choose four)

  A. timeliness

  B. personality

  C. consequences

  D. specific details

  E. performance responsibility

  Correct Answer: ACDE

• Question 130:

  By asking customers to evaluate your present performance and suggest improvements what can you manage?

  A. financial trends

  B. communications

  C. directlabour resourcing

  D. stakeholder expectations

  Correct Answer: D