HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 91:

  What is the best description of a critical thinker?

  A. A critical thinker critiques in order to redesign and remodel.
  B. A critical thinker expresses sympathy to meet the needs of customers.
  C. A critical thinker is able to discover weaknesses and risks.
  D. A critical thinker leverages intuition appropriately.
  A. A critical thinker critiques in order to redesign and remodel.

• Question 92:

  What is a best practice for ensuring that you are continuously learning?

  A. Create an individual development plan for yourself.
  B. Go to industry shows every month.
  C. Solicit Web site recommendations from colleagues.
  D. Swap jobs with colleagues in other departments.
  A. Create an individual development plan for yourself.

• Question 93:

  What is a best practice for managing the bottom line performance of the support center?

  A. Consider the impact to your team before making decisions.
  B. Ensure that expectations for deliverables are clearly understood.
  C. Focus on the technological aspects of the support center.
  D. Make progress reports optional for your staff.
  B. Ensure that expectations for deliverables are clearly understood.

• Question 94:

  Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outage. What helps you prepare for the upcoming days?

  A. call answer plans
  B. contingency plans
  C. UPS usage reports
  D. Gap analysis reports
  B. contingency plans

• Question 95:

  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
  A. customer
  C. service provider

• Question 96:

  Which three actions can you take to reduce the risk of customer conflict? (Choose three)

  A. be respectful
  B. do not interrupt
  C. let the customer vent
  D. change your rate of speech
  E. change the tone in your voice
  A. be respectful
  B. do not interrupt
  C. let the customer vent

• Question 97:

  Who is primary responsible for creating a positive work environment?

  A. everyone
  B. managers
  C. executive
  D. Human Resources
  A. everyone

• Question 98:

  What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

  A. written documentation
  B. verbal communications
  C. non-verbal communications
  D. past performance problems
  B. verbal communications
  C. non-verbal communications

• Question 99:

  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
  C. potential business growth
  D. improved employee morale

• Question 100:

  Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

  A. analyst reviews
  B. analyst training
  C. analyst interviews
  D. analyst focus groups
  A. analyst reviews
  B. analyst training