HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 31:

  What is the most likely disadvantage of insourcing?

  A. Insourcing causes tension among team members who are working on different projects.
  B. Insourcing creates problems when customers have to wait in a queue too long.
  C. Insourcing increases the support center's workload without increasing staffing levels.
  D. Insourcing renders the support center's knowledge base obsolete.
  C. Insourcing increases the support center's workload without increasing staffing levels.

• Question 32:

  Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

  A. e-mail
  B. voice mail
  C. white boards
  D. instant messenger
  E. overnight express mail
  A. e-mail
  B. voice mail

• Question 33:

  What are two advantages of Computer Telephony integration applications? (Choose two)

  A. It enables intelligent routing of calls.
  B. It reduces costs by increasing productivity.
  C. It allows effective communication over the internet.
  D. The manual logging of call-related information can be used for invoicing purposes.
  A. It enables intelligent routing of calls.
  B. It reduces costs by increasing productivity.

• Question 34:

  What should you use to define a Help Desk's role in an organization?

  A. job descriptions
  B. development plans
  C. goals and objectives
  D. vision and mission statement
  D. vision and mission statement

• Question 35:

  Which three statements about contract staffing are true? (Choose three)

  A. It enhances teamwork
  B. It allows the company to "try before they buy"
  C. It provides the ability to manage periodic peaks in workloads
  D. It can reduce the time it takes for agents to be effective on the phone.
  B. It allows the company to "try before they buy"
  C. It provides the ability to manage periodic peaks in workloads
  D. It can reduce the time it takes for agents to be effective on the phone.

• Question 36:

  What is the best description of a good leader?

  A. A good leader demands performance from the team.
  B. A good leader dictates to the team.
  C. A good leader dominates the team.
  D. A good leader inspires the team.
  D. A good leader inspires the team.

• Question 37:

  Which factor has the greatest effect on business continuity planning?

  A. The cost of downtime to the business
  B. The location of the support center
  C. The price of implementing the plan
  D. The return on investment (ROI)
  A. The cost of downtime to the business

• Question 38:

  What is the most important element of a successful support center with regard to the customer?

  A. Contacting the customer on time
  B. Satisfying the customer
  C. Surveying the customer
  D. Tracking customer interactions
  B. Satisfying the customer

• Question 39:

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

  A. concentrate on common goals during times of disagreement
  B. develop interests outlook 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 outlook of work to provide a stress-free zone.
  D. Create a personal network of advisors with whom you can share problems and concerns

• Question 40:

  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)