HDI HDI Certifications HD0-300 Questions & Answers

• Question 61:

  Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

  A. customer

  B. stake holder

  C. service provider

  D. Help Desk manager

  E. Service-level managers

  Correct Answer: AC

• Question 62:

  Which commonly used technology supports workflow management within a Call Management System?

  A. fax

  B. voice mail

  C. automated alerts

  D. broadcast messaging devices

  Correct Answer: C

• Question 63:

  You are supporting someone from a different culture. How can you improve your communication? (Choose three)

  A. speak slowly and loudly

  B. pause to verify understanding

  C. encourage the person to ask for clarification

  D. use proper/standard language expressions (eliminate slang)

  Correct Answer: BCD

• Question 64:

  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 morale

  Correct Answer: CD

• Question 65:

  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.

  Correct Answer: C

• Question 66:

  Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

  A. survey customers

  B. survey focus groups

  C. call other Help Desks

  D. call service providers

  Correct Answer: AB

• Question 67:

  Which three should be included in the professional development plans for your staff? (Choose three)

  A. a list of classes available in your corporate training center.

  B. a list of training programs that the staff member should take in the month ahead.

  C. an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position

  D. an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking

  Correct Answer: BCD

• Question 68:

  Which analysis report helps a manager determine the need for additional organizational skill development?

  A. job analysis

  B. gap analysis

  C. project analysis

  D. analyst analysis

  Correct Answer: B

• Question 69:

  Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

  A. Management believes that call volumes will remain at the current levels for the next several years.

  B. Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

  C. Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.

  D. Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.

  Correct Answer: C

• Question 70:

  Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

  A. experience

  B. intelligence

  C. formal education

  D. specialization knowledge in a discipline

  Correct Answer: ABD