How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be prepared to add staff should a new service fail
B. be active in the implementation plan for new products
C. meet regularly with stakeholders to determine training gaps
D. meet regularly with focus groups and team members to evaluate past performances
What is the benefit of outsourcing compared to insourcing?
A. improved quality
B. improved average speed of answer
C. greater control of support resources
D. lower capital cost for equipment and systems
A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software.
What requirements should you consider?
A. staffing requirements
B. historical requirements
C. application requirements
D. scheduling requirements
What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)
A. timely call avoidance
B. reduced resolution rates
C. potential business growth
D. improved employee moral
Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?
A. stat reviews
B. gap analysis
C. analyst reviews
D. regional trend analysis
What should you do to ensure that your Help Desk support strategies align with the organization being supported?
A. minimize cost
B. propose the highest level of support possible
C. study best practices for top performing organizations and set your strategies accordingly
D. consider the impact of the proposed services on the success of the organization as a whole
To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?
A. moral
B. integral
C. substantial
D. confidential
What are two advantages of Computer Telephony integration applications? (Choose two)
A. It enables intelligent routing of calls.
B. It reduces costs by increasing productivity.
C. It allows effective communication over the internet.
D. The manual logging of call-related information can be used for invoicing purposes.
What is an excellent form of feedback on the type of service and support you are providing to an organization?
A. analyst reviews
B. manager surveys
C. analyst complaints
D. customer surveys
E. manager complaints
F. customer complaints
How can you motivate others to seek guidance?
A. emphasize changing behaviors rather than people
B. provide incentives that are challenging yet attainable
C. use personal visits as an opportunity for employee feedback, support, and mentoring
D. Evaluate performance of team members and provide support to facilitate optimum performance
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only HDI exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your HD0-300 exam preparations and HDI certification application, do not hesitate to visit our Vcedump.com to find your solutions here.