HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 1:

  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.
  C. Delegate tasks where possible.

• Question 2:

  Which three metric calculations impact customer satisfaction? (Choose three)

  A. Average Talk Time
  B. Abandonment Rate
  C. First Call Resolution Rate
  D. Averaged Speed of Answer
  E. AverageAfter Call Work Time
  B. Abandonment Rate
  C. First Call Resolution Rate
  D. Averaged Speed of Answer

• Question 3:

  What is the best reason for taking risks to find a solution to a customer's problem?

  A. Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
  B. Taking risks is appropriate if the customer is threatening to take the issue higher.
  C. Taking risks is appropriate if the risk is directly connected to service delivery.
  D. Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
  A. Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.

• Question 4:

  How can you provide direction in times of confusion or ambiguity?

  A. create a sense of trust in subordinates by not personally making decisions.
  B. Centralize communication to ensure that all team members get accurate information
  C. Authorize the team leader to conduct team building activities to strengthen team ties.
  D. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
  B. Centralize communication to ensure that all team members get accurate information

• Question 5:

  Which management task ensures the highest levels of customer satisfaction?

  A. performing reviews of customer survey responses.
  B. Performing periodic reviews of satisfaction survey response
  C. Evaluating customer responses against standards, and then making process changes.
  D. Performing random telephone survey withcustomer's and then recording the responses.
  C. Evaluating customer responses against standards, and then making process changes.

• Question 6:

  What is the primary benefit of having security policies in a support center?

  A. Security policies allow the support center to stay open later.
  B. Security policies ensure that customers cannot carry out illegal transactions.
  C. Security policies limit Internet access for all of the company's employees.
  D. Security policies protect the company in the event of data loss.
  D. Security policies protect the company in the event of data loss.

• Question 7:

  Who is ultimately responsible for an employee's success or failure?

  A. the employee
  B. the employee's mentor
  C. the employee's manager
  D. the employee's team leader
  A. the employee

• Question 8:

  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.
  B. The support center documents incidents and problems as they occur.

• Question 9:

  Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

  A. focus groups
  B. round-table meetings with employees
  C. consistent and high-impact feedback to team members
  D. interview with key stakeholders, customers, and leaders
  A. focus groups
  B. round-table meetings with employees
  D. interview with key stakeholders, customers, and leaders

• Question 10:

  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
  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