HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 41:

  What are two roles of expert systems in Help Desk applications? (Choose two)

  A. to narrow down the type of problem and suggest resolutions QUESTION
  B. to provide Help Desk analysts with answers to every customer
  C. to provide a direct channel to vendor's marketing departments for new systems
  D. to provide assistances to second-level analysts for more advanced troubleshooting
  A. to narrow down the type of problem and suggest resolutions QUESTION
  D. to provide assistances to second-level analysts for more advanced troubleshooting

• Question 42:

  What is the most likely benefit of implementing an organizational change management process?

  A. A change management process eliminates the damage created by unnecessary changes.
  B. A change management process ensures that all changes will be successful.
  C. A change management process improves the productivity of customers.
  D. A change management process prevents unpopular changes from being made.
  C. A change management process improves the productivity of customers.

• Question 43:

  What destroys the reputation of the Help Desk and ruins the integrity of the company?

  A. poor flexibility
  B. poor confidentiality
  C. poor business plans
  D. poor problem resolution
  B. poor confidentiality

• Question 44:

  Which four factors are important when dealing with an individual's performance problem? (Choose four)

  A. timeliness
  B. personality
  C. consequences
  D. specific details
  E. performance responsibility
  A. timeliness
  C. consequences
  D. specific details
  E. performance responsibility

• Question 45:

  What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

  A. timely call avoidance
  B. reduced resolution rates
  C. potential business growth
  D. improved employee moral
  C. potential business growth
  D. improved employee moral

• Question 46:

  How do you calculate ROI (Return On Investment)?

  A. (Value - Cost) / Cost * 100
  B. (Value + Cost) / Cost * 100
  C. (Value * Cost) / Cost * 100
  D. It is not possible to calculate.
  A. (Value - Cost) / Cost * 100

• Question 47:

  Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

  A. Mediocre service is generally acceptable if the customer likes you personally.
  B. Mediocre service can cause a customer's gradually to want to do business somewhere else.
  C. A bad interaction can initiate a customer's split-second decision to continue doing business with you.
  D. A positive interaction can initiate a customer's split-second decision to continue doing business with you.
  B. Mediocre service can cause a customer's gradually to want to do business somewhere else.
  C. A bad interaction can initiate a customer's split-second decision to continue doing business with you.
  D. A positive interaction can initiate a customer's split-second decision to continue doing business with you.

• Question 48:

  What is the most appropriate situation for providing deskside support?

  A. Providedeskside support if the customer doesn't understand the service level agreement.
  B. Providedeskside support if the support center is not busy.
  C. Providedeskside support if you must replace the customer's hardware.
  D. Providedeskside support if you need to calm the customer down.
  C. Providedeskside support if you must replace the customer's hardware.

• Question 49:

  What is a best practice for retaining valuable members of your team?

  A. Avoid criticizing the members of your team.
  B. Let the members of your team figure out the job for themselves.
  C. Pay less than the industry average for the position.
  D. Provide your employees with a clear career path.
  D. Provide your employees with a clear career path.

• Question 50:

  What is the best description of a briefing?

  A. A briefing is a one-on-one meeting with an employee.
  B. A briefing is a short meeting used to communicate status updates.
  C. A briefing is a team meeting that is held regularly.
  D. A briefing is a written update to senior management.
  B. A briefing is a short meeting used to communicate status updates.