HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 51:

  What is the primary advantage of using self-help tools in a support center?

  A. Self-help tools encourage more customers to call for support.
  B. Self-help tools improve the rapport between customers and analysts.
  C. Self-help tools keep customers dependent on the support center.
  D. Self-help tools provide consistent responses to repetitive requests.
  D. Self-help tools provide consistent responses to repetitive requests.

• Question 52:

  An analyst comes to you with several ideas on how to solve your slow network-connection protection problem. Your network support team is responsible for solving this problem and is presently working on it. You decide to let the analyst fix the problem. Which three leadership practices did you use? (Choose three)

  A. encourage participation
  B. encourage others to be creative
  C. encourage others to take initiative
  D. encourage positive perspective within teams
  A. encourage participation
  B. encourage others to be creative
  C. encourage others to take initiative

• Question 53:

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

  A. to narrow the typepf 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 assistance to second-level analysts for more advanced troubleshooting
  A. to narrow the typepf problem and suggest resolutions QUESTION
  D. to provide assistance to second-level analysts for more advanced troubleshooting

• Question 54:

  What is the benefit of outsourcing compared to insourcing?

  A. improved quality
  B. improved average speed of answer
  C. greater control of support resources
  D. lower capital cost for equipment and systems
  D. lower capital cost for equipment and systems

• Question 55:

  What is the best description of organizational change management?

  A. Organizational change management is a process designed to influence variables associated with change to achieve desired results.
  B. Organizational change management is a standard that guides development activities.
  C. Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
  D. Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
  A. Organizational change management is a process designed to influence variables associated with change to achieve desired results.

• Question 56:

  When marketing a support center, what should be clearly communicated to stakeholders?

  A. RETURN ON INVESTMENT
  B. STAFFING REQUIREMENTS
  C. IMPLEMENTATION TIMELINES
  D. INFRASTRUCTURE REQUIREMENTS
  A. RETURN ON INVESTMENT

• Question 57:

  What is a best practice for keeping employees satisfied and productive?

  A. Ensure that employees go on vacation at least twice annually.
  B. Involve employees in making decisions and seek their feedback.
  C. Organize regular social events paid for by the company.
  D. Pay employees more than market rates.
  B. Involve employees in making decisions and seek their feedback.

• Question 58:

  Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?

  A. call answer plans
  B. contingency plans
  C. UPS usage reports
  D. Gap analysis reports
  B. contingency plans

• Question 59:

  What is the best description of benchmarking in a support center?

  A. Benchmarking is a comparative study of the support center's performance against comparable organizations.
  B. Benchmarking is a marketing tool that increases the support center's visibility to its customers.
  C. Benchmarking is allowing your support staff to determine the method it will use to provide service.
  D. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
  A. Benchmarking is a comparative study of the support center's performance against comparable organizations.

• Question 60:

  What are two enabling factors of the HDI Certified Support Center model? (Choose two)

  A. results
  B. leadership
  C. resources
  D. satisfaction
  B. leadership
  C. resources