What is a best practice for providing direction and focus under chaotic circumstances?
A. Advise staff that big changes are imminent.
B. Assure staff that everything is fine.
C. Empathize with your team members.
D. Offer unpaid leave to your staff.
What is the relationship between the support center's average speed to answer and its abandon rate?
A. If the average speed to answer is high then the abandon rate is likely to be high.
B. If the average speed to answer is high then the abandon rate is likely to be low.
C. If the average speed to answer is low then the abandon rate is likely to be high.
D. The average speed to answer has no effect on the abandon rate.
What is the best way to manage multiple demands on your time?
A. Arrive at work an hour before your scheduled work hours.
B. Cancel meetings to save time.
C. Delegate tasks where possible.
D. Work through your lunch breaks.
What is the best way to get audience participation during a presentation?
A. Ask the audience
B. Distribute handouts to the audience.
C. Show the audience slides.
D. Tell the audience jokes.
What is a best practice for keeping employees satisfied and productive?
A. Ensure that employees go on vacation at least twice annually.
B. Involve employees in making decisions and seek their feedback.
C. Organize regular social events paid for by the company.
D. Pay employees more than market rates.
What is a best practice for reducing costs in the support center?
A. Avoid measuring performances to save time.
B. Dismiss poor performers from their positions.
C. Reduce the number of calls that the support center takes.
D. Run the support center like a business.
What is the best description of benchmarking in a support center?
A. Benchmarking is a comparative study of the support center's performance against comparable organizations.
B. Benchmarking is a marketing tool that increases the support center's visibility to its customers.
C. Benchmarking is allowing your support staff to determine the method it will use to provide service.
D. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
Which function is most likely to be performed by a self-healing tool?
A. Self-healing tools delete illegal software.
B. Self-healing tools run auto backups.
C. Self-healing tools shut down computer systems.
D. Self-healing tools update registry settings.
What best describes the role of the support center in the change management process?
A. The support center archives change reports for the knowledge base.
B. The support center authorizes the change after assessing its impact.
C. The support center documents customer queries prior to the change.
D. The support center tracks the impact that the change has on customers.
What is the best description of the support center's role in the problem management process?
A. The support center advises customers of how to best avoid problems.
B. The support center documents incidents and problems as they occur.
C. The support center fixes all reported problems as rapidly as possible.
D. The support center keeps management informed of all reported problems.
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