HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 11:

  What should you consider when performing workforce scheduling and resource planning? (Choose three)

  A. insourcing and outsourcing procedures
  B. the random nature of call arrival patterns
  C. the need to identify required staffing based on projected volume
  D. how to project future workloads based on past request arrival patterns
  B. the random nature of call arrival patterns
  C. the need to identify required staffing based on projected volume
  D. how to project future workloads based on past request arrival patterns

• Question 12:

  Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

  A. Automatic Call Distributor
  B. Interactive Voice Response
  C. Intra-monthly Monitoring System
  D. Extra-diem Reporting Application
  E. Customer Relationship Management
  A. Automatic Call Distributor
  B. Interactive Voice Response
  E. Customer Relationship Management

• Question 13:

  Which statement about contract staffing is true?

  A. Contract employees can only be let go by their company.
  B. Contract employees receive more benefits than full-time employees
  C. Contract employees may hinder teamwork if they do not work closely with full-time employees
  D. Contract employees are allowed to work hours that are not specifically defined by their company.
  C. Contract employees may hinder teamwork if they do not work closely with full-time employees

• Question 14:

  What best describes the role of the support center in the change management process?

  A. The support center archives change reports for the knowledge base.
  B. The support center authorizes the change after assessing its impact.
  C. The support center documents customer queries prior to the change.
  D. The support center tracks the impact that the change has on customers.
  D. The support center tracks the impact that the change has on customers.

• Question 15:

  What is the most likely benefit of having a good marketing strategy for the support center?

  A. A good marketing strategy decreases the total cost of ownership for the support center.
  B. A good marketing strategy gives the support center's analysts more accountability.
  C. A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
  D. A good marketing strategy decreases the support center's headcount.
  C. A good marketing strategy increases awareness that the support center provides a return on investment (ROI).

• Question 16:

  What is the primary purpose of problem management?

  A. The primary purpose of problem management is to eliminate the cause of incidents.
  B. The primary purpose of problem management is to reduce the number of incidents.
  C. The primary purpose of problem management is to resolve incidents quickly.
  D. The primary purpose of problem management is to restore normal service.
  A. The primary purpose of problem management is to eliminate the cause of incidents.

• Question 17:

  What is a best practice for providing direction and focus under chaotic circumstances?

  A. Advise staff that big changes are imminent.
  B. Assure staff that everything is fine.
  C. Empathize with your team members.
  D. Offer unpaid leave to your staff.
  C. Empathize with your team members.

• Question 18:

  What are three benefits of mentoring programs? (Choose three)

  A. They help team members improve
  B. They help retain personnel with optimal skills.
  C. They allow team members potential growth opportunities.
  D. They help team members develop strategic vision statements.
  A. They help team members improve
  B. They help retain personnel with optimal skills.
  C. They allow team members potential growth opportunities.

• Question 19:

  By asking customers to evaluate your present performance and suggest improvements what can you manage?

  A. financial trends
  B. communications
  C. directlabour resourcing
  D. stakeholder expectations
  D. stakeholder expectations

• Question 20:

  What process includes performing root cause analysis?

  A. Incident management
  B. Knowledge management
  C. Problem management
  D. Time management
  C. Problem management