HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 121:

  A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

  A. Time in Queue
  B. Abandonment Rate
  C. Average Speed Answer
  D. First Call Resolution Rate
  B. Abandonment Rate

• Question 122:

  What is the best description of multitasking in a support center?

  A. Multitasking is dealing with incidents and problems simultaneously.
  B. Multitasking is managing the support center without help from your team.
  C. Multitasking is taking as many calls as possible with the fewest number of analysts.
  D. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
  D. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.

• Question 123:

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

  A. analyst reviews
  B. manager surveys
  C. analyst complaints
  D. customer surveys
  E. manager complaints
  F. customer complaints
  D. customer surveys

• Question 124:

  What is a best practice for staying current on trends and technologies in the support industry?

  A. Find articles that describe the support industry.
  B. Schedule a meeting with your chief information officer to ask
  C. Seek the advice of people who are knowledgeable about the industry.
  D. Subscribe to leading support industry publications.
  D. Subscribe to leading support industry publications.

• Question 125:

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

  A. use discretion and courtesy
  B. play music to reduce stress levels
  C. makes the environment as comfortable as possible with pictures and colors.
  D. Allow employees to adjust their workstations to meet their personal needs
  A. use discretion and courtesy

• Question 126:

  What are three steps in an employee gap analysis? (Choose three)

  A. identify employee skills
  B. list the skills of each employee and compare them to each other
  C. compare the job skills for the employee's current position to the skills required for the next job level.
  D. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)
  A. identify employee skills
  C. compare the job skills for the employee's current position to the skills required for the next job level.
  D. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

• Question 127:

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

  A. promote information sharing and learning
  B. put processes in place for encouraging creativity
  C. put procedures in place for screening potential ideas.
  D. Prevent open discussions of new technologies at work.
  E. Require a formal plan before consideration of new ideas.
  A. promote information sharing and learning
  B. put processes in place for encouraging creativity
  C. put procedures in place for screening potential ideas.

• Question 128:

  What is the primary difference between incident management and problem management?

  A. Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
  B. Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.
  C. Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
  D. problemmanagment prevents customers from calling;incident management handles calls when customers do call.
  B. Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

• Question 129:

  What are two benefits of external outsourcing?

  A. It improves teamwork
  B. It frees up space and equipment for internal growth.
  C. It allows rapid improvement in support quality without impacting the customers being supported
  D. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service
  B. It frees up space and equipment for internal growth.
  D. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

• Question 130:

  What should be addressed in a support center's marketing plan?

  A. the support center's budget requirements
  B. the support center's staffing requirements
  C. the support center's implementation timelines
  D. the support center's role in the corporate vision
  D. the support center's role in the corporate vision