HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 111:

  What should the Help Desk consider when working with different customers?

  A. All customers consider their problem to be an emergency
  B. All customers are unique individuals with their own perceptions
  C. All customers have similar expectations regarding quality service
  D. Customers who work for the same company have similar expectations
  B. All customers are unique individuals with their own perceptions

• Question 112:

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

  A. use of visual status boards
  B. empowerment from management
  C. access to computer telephony technologies
  D. specific statement of performance expectations
  B. empowerment from management

• Question 113:

  What is the most likely benefit of implementing a knowledge management system in a support center?

  A. Implementing a knowledge management system allows the support center to cut back on its hours of operation.
  B. Implementing a knowledge management system keeps ownership of knowledge in the support center.
  C. Implementing a knowledge management system promotes competition among support teams.
  D. Implementing a knowledge management system reduces the time needed to train new employees.
  D. Implementing a knowledge management system reduces the time needed to train new employees.

• Question 114:

  Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

  A. Publish trend reports for the group as a whole
  B. Publish a list of agents ranked by who has the most talk time
  C. Recognize and reward the individual who handles the most calls
  D. Recognize and reward the individual who has the least "notavailable"time.
  A. Publish trend reports for the group as a whole

• Question 115:

  What is a key principle of negotiation with customers?

  A. Determine the customer's underlying need and seek a mutually beneficial solution.
  B. Focus on the individual rather than on the resolution.
  C. Seek a solution that aligns with support center policies and processes.
  D. Stick to the facts and ignore the customer's emotions.
  A. Determine the customer's underlying need and seek a mutually beneficial solution.

• Question 116:

  How can you pursue continuous learning to stay current with industry standards? (Choose two)

  A. create an individual development plan
  B. conduct monthly performance reviews
  C. volunteer for projects that require you toleam new information
  D. communicate a need for change by providing a compelling business rationale
  A. create an individual development plan
  C. volunteer for projects that require you toleam new information

• Question 117:

  What statement best describes leadership in a support center?

  A. A support center leader decides what needs to be accomplished.
  B. A support center leader focuses on process rather than efficiency.
  C. A support center leader is an ongoing champion of service excellence.
  D. A support center leader sides with staff against customers.
  C. A support center leader is an ongoing champion of service excellence.

• Question 118:

  What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?

  A. Automatic call distributor
  B. Customer management system
  C. Personal digital assistant
  D. Remote control
  A. Automatic call distributor

• Question 119:

  Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

  A. experience
  B. intelligence
  C. formal education
  D. specialization knowledge in a discipline
  A. experience
  B. intelligence
  D. specialization knowledge in a discipline

• Question 120:

  Customer satisfaction surveys provide feedback on (Choose two)

  A. corporate directives
  B. your Help Desk's performance
  C. how well you are fulfilling your mission
  D. how to create levels of service that are negotiated and standardized
  B. your Help Desk's performance
  C. how well you are fulfilling your mission