HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 21:

  What is the best way to stay current with support industry developments?

  A. Discuss key customer demands with colleagues.
  B. Join industry-related groups.
  C. Read books by famous management experts.
  D. Spend occasional time on vendor's Web sites.
  B. Join industry-related groups.

• Question 22:

  What is the relationship between the support center's average speed to answer and its abandon rate?

  A. If the average speed to answer is high then the abandon rate is likely to be high.
  B. If the average speed to answer is high then the abandon rate is likely to be low.
  C. If the average speed to answer is low then the abandon rate is likely to be high.
  D. The average speed to answer has no effect on the abandon rate.
  A. If the average speed to answer is high then the abandon rate is likely to be high.

• Question 23:

  External outsourcing by a third party is the preferred method of support in which situation?

  A. Your support organization supports a number of proprietary applications and has significant security restrictions.
  B. Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
  C. Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
  D. Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
  D. Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.

• Question 24:

  What is the most commonly used technology in the support center?

  A. E-mail
  B. Remote control
  C. Self-help
  D. Telephony
  D. Telephony

• Question 25:

  Who is the most effective advocate for raising awareness of a support center in a business?

  A. team leaders
  B. first-line supervisors
  C. senior management
  D. middle management
  C. senior management

• Question 26:

  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 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 27:

  Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

  A. matching voice modulation with the customer
  B. instructing the customer in problem resolution
  C. maintaining normal voice modulation with the customer
  D. empathizing with the customer during problem resolution
  C. maintaining normal voice modulation with the customer
  D. empathizing with the customer during problem resolution

• Question 28:

  Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

  A. stat reviews
  B. gap analysis
  C. analyst reviews
  D. regional trend analysis
  B. gap analysis

• Question 29:

  What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)

  A. concentrate on common goals during times of disagreement
  B. develop interests outside of work to provide a stress-free zone
  C. identify trends in service, and then develop resources to meet those trends
  D. create a personal network of advisors with whom you can share problems and concerns.
  A. concentrate on common goals during times of disagreement
  B. develop interests outside of work to provide a stress-free zone
  D. create a personal network of advisors with whom you can share problems and concerns.

• Question 30:

  Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

  A. to determine the required skills
  B. to determine the proper temperament
  C. to establish the required Service Level Agreements
  D. to determine the properinsourcing/outsourcing levels
  A. to determine the required skills
  B. to determine the proper temperament