HDI HDI Certifications HD0-300 Questions & Answers

• Question 81:

  Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

  A. performing customer assessments

  B. implementing preventive measures

  C. identifying daily, weekly, and monthly trends

  D. ensuring that customer contacts are logged

  Correct Answer: BCD

• Question 82:

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

  A. use discretion and courtesy

  B. play music to reduce stress levels

  C. make 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 83:

  Customer satisfaction surveys provide feedback on (Choose two)

  A. corporate directives

  B. your Help Desk's performance

  C. how well you are fulfilling your mission

  D. how to create levels of service that are negotiated and standardized

  Correct Answer: BC

• Question 84:

  Call volume increases whenever a new release of software is deployed, causing an increase in the Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in there months. What helped you make your decision? (Choose two)

  A. trend analysis

  B. disaster recovery

  C. quality assurance

  D. change management

  E. workforce scheduling

  Correct Answer: AE

• Question 85:

  Which two items should you consider before making Help Desk operational decisions? (Choose two)

  A. employee opinion

  B. cost versus benefit

  C. personal preference

  D. implications to other business units.

  Correct Answer: BD

• Question 86:

  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

  Correct Answer: C

• Question 87:

  Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

  A. matching voice modulation with the customer

  B. instructing the customer in problem resolution

  C. maintaining normal voice modulation with the customer

  D. empathizing with the customer during problem resolution

  Correct Answer: CD

• Question 88:

  Who is the most effective advocate for raising awareness of a support center in a business?

  A. team leaders

  B. first-line supervisors

  C. senior management

  D. middle management

  Correct Answer: C

• Question 89:

  Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

  A. Publish trend reports for the group as a whole

  B. Publish a list of agents ranked by who has the most talk time

  C. Recognize and reward the individual who handles the most calls

  D. Recognize and reward the individual who has the least "notavailable"time.

  Correct Answer: A

• Question 90:

  Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)

  A. publicly post individual performance rankings

  B. link rewards to specific behaviors in a timely fashion

  C. reward actions that support the team's vision and business goals

  D. highlight both individual and team contributions at staff or team meetings.

  Correct Answer: BCD