HDI HDI Certifications QQ0-300 Questions & Answers

• Question 71:

  What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three.)

  A. prevent open discussions of new technologies at work

  B. promote information sharing and learning

  C. put processes in place for encouraging creativity

  D. put procedures in place for screening potential ideas

  E. require a formal plan before consideration of new ideas

  Correct Answer: BCD

• Question 72:

  How can you motivate others to seek guidance?

  A. use personal visits as an opportunity for employee feedback, support, and mentoring

  B. provide incentives that are challenging yet attainable

  C. emphasize changing behaviors rather than people

  D. evaluate performance of team members and provide support to facilitate optimum performance

  Correct Answer: A

• Question 73:

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

  A. performing customer assessments

  B. ensuring that all customer contacts are logged

  C. implementing preventive measures

  D. identifying daily, weekly, and monthly trends

  Correct Answer: BCD

• Question 74:

  What is an excellent form of feedback on the type of service and support you are providing to an organization?

  A. manager surveys

  B. manager complaints

  C. customer complaints

  D. analyst reviews

  E. customer surveys

  F. analyst complaints

  Correct Answer: E

• Question 75:

  What are two roles of expert systems in Help Desk applications? (Choose two.)

  A. to provide Help Desk analysts with answers to every customer question

  B. to narrow down the type of problem and suggest resolutions

  C. to provide a direct channel to vendors' marketing departments for new systems

  D. to provide assistance to second-level analysts for more advanced troubleshooting

  Correct Answer: BD

• Question 76:

  Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two.)

  A. instant messenger

  B. white boards

  C. overnight express mail

  D. voice mail

  E. e-mail

  Correct Answer: DE

• Question 77:

  What are two advantages of Computer Telephony Integration applications? (Choose two.)

  A. It enables intelligent routing of calls.

  B. The manual logging of call-related information can be used for invoicing purposes.

  C. It reduces costs by increasing productivity.

  D. It allows effective communication over the Internet.

  Correct Answer: AC

• Question 78:

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

  A. use discretion and courtesy

  B. make the environment as comfortable as possible with pictures and colors

  C. allow employees to adjust their workstations to meet their personal needs

  D. play music to reduce stress levels

  Correct Answer: A

• Question 79:

  Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

  A. access to computer telephony technologies

  B. specific statement of performance expectations

  C. empowerment from management

  D. use of visual status boards

  Correct Answer: C

• Question 80:

  Which three ensure the realization of an employee's potential? (Choose three.)

  A. training plans

  B. job descriptions

  C. employee salary

  D. employee satisfaction

  Correct Answer: ABD