HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 141:

  Call volume increases whenever a new release of software is deployed, causing an increase in the Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in there months. What helped you make your decision? (Choose two)

  A. trend analysis
  B. disaster recovery
  C. quality assurance
  D. change management
  E. workforce scheduling
  A. trend analysis
  E. workforce scheduling

• Question 142:

  When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

  A. take the time to recruit and hire new employees
  B. produce individual and team performance reports
  C. demonstrate your commitment to the organization
  D. seek feedback from the analysts on job difficulties
  C. demonstrate your commitment to the organization
  D. seek feedback from the analysts on job difficulties

• Question 143:

  Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

  A. focus groups
  B. round-table meeting with employees
  C. consistent and right-impact feedback to team members
  D. interviews with key stakeholders, customers, and leaders
  A. focus groups
  B. round-table meeting with employees
  D. interviews with key stakeholders, customers, and leaders

• Question 144:

  If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the

  A. manager
  B. employee
  C. employee's colleagues
  D. Human Resources Director
  B. employee

• Question 145:

  What is the best description of a hot continuity site?

  A. A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
  B. A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
  C. A hot continuity site is required in frigid climates if equipment is sensitive to cold.
  D. A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
  B. A hot continuity site is a facility that is immediately available to be used without disruption to the customer.

• Question 146:

  Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

  A. web
  B. e-mail
  C. telephone
  D. Call Management Systems
  E. Broadcast messaging devices
  D. Call Management Systems
  E. Broadcast messaging devices

• Question 147:

  What is a best practice for reducing costs in the support center?

  A. Avoid measuring performances to save time.
  B. Dismiss poor performers from their positions.
  C. Reduce the number of calls that the support center takes.
  D. Run the support center like a business.
  D. Run the support center like a business.

• Question 148:

  Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

  A. call flows
  B. training materials
  C. products supported
  D. days and hours of service
  C. products supported
  D. days and hours of service

• Question 149:

  What is a best practice for building trusting relationships with other support groups?

  A. Honor commitments you have made.
  B. Implement service level reporting.
  C. Market the support center's accomplishments.
  D. Participate in quality assurance testing for new releases.
  A. Honor commitments you have made.

• Question 150:

  Which three statements about effective inter-departmental relationships are true? (Choose three)

  A. Management responsibilities are shared.
  B. Other departments are supported even when they make a mistake
  C. You treat people in your organization as if they were your customer
  D. Information is shared among departments within your organization
  B. Other departments are supported even when they make a mistake
  C. You treat people in your organization as if they were your customer
  D. Information is shared among departments within your organization