HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 131:

  What should be clearly communicated to stakeholders when marketing a support center?

  A. the support center's staffing requirements
  B. the support center's implementation timelines
  C. the support center's infrastructure requirements
  D. the support center's effect on operational productivity
  D. the support center's effect on operational productivity

• Question 132:

  Which technology reduces Help Desk call volumes?

  A. e-mail
  B. telephone
  C. voice mail
  D. self-service
  D. self-service

• Question 133:

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

  A. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
  B. Implementing a knowledge management system helps build rapport among teams in the support center.
  C. Implementing a knowledge management system increases the customer's dependence upon support services.
  D. Implementing a knowledge management system supports computer-telephony integration.
  B. Implementing a knowledge management system helps build rapport among teams in the support center.

• Question 134:

  What is the most important part of creating and delivering presentations?

  A. Direct the presentation to the most important attendees.
  B. Focus on the content and the message of the presentation.
  C. Include microscopic details in your presentation materials.
  D. Use cutting edge and visually impressive presentation media.
  B. Focus on the content and the message of the presentation.

• Question 135:

  You are supporting someone from a different culture. How can you improve your communication? (Choose three)

  A. speak slowly and loudly
  B. pause to verify understanding
  C. encourage the person to ask for clarification
  D. use proper/standard language expressions (eliminate slang)
  B. pause to verify understanding
  C. encourage the person to ask for clarification
  D. use proper/standard language expressions (eliminate slang)

• Question 136:

  An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you

  still decide to implement your off-schedule shift change.

  Which leadership trait does this show?

  A. the ability to encourage team participation
  B. the ability to discourage one-person domination
  C. the ability to execute a plan despite adverse conditions
  D. the ability to identify unpopular decisions as still necessary
  D. the ability to identify unpopular decisions as still necessary

• Question 137:

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

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

• Question 138:

  What best describes the support center's responsibility in the release management process?

  A. The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
  B. The support center is responsible for installing new hardware and software for its customers.
  C. The support center is responsible for making sure that customers always have the newest equipment and software.
  D. The support center is responsible for technically evaluating all new releases.
  A. The support center is responsible for ensuring that each release is tested and conducted according to the release policy.

• Question 139:

  Contract staffing is best described by which statement?

  A. Contract employees typically work for a clearly defined time frame
  B. Contract employees need more initial training than full-time employees.
  C. Contract employees perform work that is not normally done by a full-time employee
  D. Contract employees work independently and are not considered part of an organizational unit.
  A. Contract employees typically work for a clearly defined time frame

• Question 140:

  What is the first step to take when calculating return on investment (ROI)?

  A. Collect data.
  B. Determine costs.
  C. Identify intangible benefits.
  D. Report results.
  A. Collect data.