HDI HDI Certifications HD0-300 Questions & Answers

• Question 131:

  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 if they were your customer

  D. Information is shared among departments within your organization

  Correct Answer: BCD

• Question 132:

  What should you consider when performing workforce scheduling and resource planning? (Choose three)

  A. insourcing and outsourcing procedures

  B. the random nature of call arrival patterns

  C. the need to identify required staffing based on projected volume

  D. how to project future workloads based on past request arrival patterns

  Correct Answer: BCD

• Question 133:

  What deductive reasoning based on?

  A. Internet research

  B. Future trends predication

  C. Logical steps and analysis

  D. A general consensus of opinion

  Correct Answer: C

• Question 134:

  When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

  A. escalate the problem

  B. direct all calls to voice mail

  C. notify the customer community

  D. provide updates on the resolution status

  Correct Answer: CD

• Question 135:

  Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

  A. focus groups

  B. round-table meeting with employees

  C. consistent and right-impact feedback to team members

  D. interviews with key stakeholders, customers, and leaders

  Correct Answer: ABD

• Question 136:

  What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

  A. require regular meetings with your employees

  B. review historical successes and failure of the organization

  C. create clear roles and responsibilities for all team members

  D. participate in enterprise-wide initiatives and cross-functional teams

  Correct Answer: BD

• Question 137:

  What should analysts db to ensure that a shared work environment is effective?

  A. use discretion and courtesy

  B. play music to reduce stress levels

  C. makes the environment as comfortable as possible with pictures and colors.

  D. Allow employees to adjust their workstations to meet their personal needs

  Correct Answer: A

• Question 138:

  What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

  A. written documentation

  B. verbal communications

  C. non-verbal communications

  D. past performance problems

  Correct Answer: BC

• Question 139:

  Which three actions can you take to reduce the risk of customer conflict? (Choose three)

  A. be respectful

  B. do not interrupt

  C. let the customer vent

  D. change your rate of speech

  E. change the tone in your voice

  Correct Answer: ABC

• Question 140:

  Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

  A. analyst reviews

  B. analyst training

  C. analyst interviews

  D. analyst focus groups

  Correct Answer: AB