HDI HDI World wide Certification QQ0-300 Questions & Answers

• Question 41:

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

  A. employee opinion

  B. personal preference

  C. cost versus benefit

  D. implications to other business units

  Correct Answer: CD

• Question 42:

  Which three statements about contract staffing are true? (Choose three.)

  A. It can reduce the time it takes for agents to be effective on the phone.

  B. It provides the ability to manage periodic peaks in workloads.

  C. It allows the company to "try before they buy."

  D. It enhances teamwork.

  Correct Answer: ABC

• Question 43:

  What should the Help Desk manager do to be a good listener? (Choose three.)

  A. be sensitive to the feelings of the speaker

  B. re-interpret the message based on external input

  C. carefully craft your responses to questions

  D. make an effort to hear precisely what is being said

  E. insert personal experiences into the conversation

  F. note the speaker's non-verbal cues

  Correct Answer: ADF

• Question 44:

  Which three statements about effective inter-departmental relationships are true? (Choose three.)

  A. Information is shared among departments within your organization.

  B. You treat people in your organization as if they were your customer.

  C. Other departments are supported even when they make a mistake.

  D. Management responsibilities are shared.

  Correct Answer: ABC

• Question 45:

  After assessing the need for organizational development, which statement best explains what a manager must do?

  A. trend and report the change

  B. plan and implement the change

  C. implement and review the new change

  D. delegate and assign new tasks

  Correct Answer: B

• Question 46:

  Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two.)

  A. The feedback may indicate whether or not you are meeting your mission.

  B. Help Desk performance can be measured against expectations.

  C. Customers are more likely to provide responses on future surveys.

  D. Customers care how your Help Desk is doing.

  Correct Answer: AB

• Question 47:

  What should you use to define a Help Desk's role in an organization?

  A. vision and mission statement

  B. development plans

  C. job descriptions

  D. goals and objectives

  Correct Answer: A

• Question 48:

  What are three reasons that companies institute security programs? (Choose three.)

  A. lower costs

  B. loss potential

  C. corporate responsibility

  D. legal mandate

  Correct Answer: BCD

• Question 49:

  To provide better service, a customer gives your Help Desk remote access privileges to their system. What are these privileges known as?

  A. moral

  B. confidential

  C. substantial

  D. integral

  Correct Answer: B

• Question 50:

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

  A. link rewards to specific behaviors in a timely fashion

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

  C. publicly post individual performance rankings

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

  Correct Answer: ABD