HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 101:

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

  A. trend and report the change
  B. delegate and assign new tasks
  C. plan and implement the change
  D. implement and review the new change
  C. plan and implement the change

• Question 102:

  What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

  A. recording unresolved issues
  B. resolving customer issues
  C. escalating unresolved issues
  D. monitoring unresolved issues
  E. communicating the status of issues
  C. escalating unresolved issues
  D. monitoring unresolved issues
  E. communicating the status of issues

• Question 103:

  To which three types of data do companies restrict access? (Choose three)

  A. network shares
  B. personnel records
  C. payroll information
  D. proprietary information
  B. personnel records
  C. payroll information
  D. proprietary information

• Question 104:

  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.
  B. cost versus benefit
  D. implications to other business units.

• Question 105:

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

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

• Question 106:

  What is deductive reasoning based on?

  A. Internet research
  B. Future trends prediction
  C. Logical steps and analysis
  D. a general consensus of opinion
  C. Logical steps and analysis

• Question 107:

  What are three common problems when supporting global customers? (Choose three)

  A. Problems are not communicated clearly.
  B. Global network downtime occurs frequently.
  C. Service expectations vary from country to country.
  D. Different technologies are found in different countries.
  A. Problems are not communicated clearly.
  C. Service expectations vary from country to country.
  D. Different technologies are found in different countries.

• Question 108:

  How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

  A. be prepared to add staff should a new service fail
  B. be active in the implementation plan for new products
  C. meet regularly with stakeholders to determine training gaps
  D. meet regularly with focus groups and team members to evaluate past performances
  B. be active in the implementation plan for new products

• Question 109:

  When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

  A. the quality of the data
  B. the Abandonment Rate
  C. the resolution of the problem
  D. the Average Speed of Answer
  A. the quality of the data

• Question 110:

  What contributes most to creative and effective problem solving?

  A. practice
  B. education
  C. technical training
  D. standard resolutions
  A. practice