HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 61:

  Which analysis report helps a manager determine the need for additional organizational skill development?

  A. job analysis
  B. gap analysis
  C. project analysis
  D. analyst analysis
  B. gap analysis

• Question 62:

  What are two benefits of external outsourcing compared to contract staffing? (Choose two)

  A. fewer management issues
  B. fewer employee benefit issues
  C. the ability to easily extend the hours of support
  D. the ability to handle peak periods associated with new technology rollouts
  A. fewer management issues
  C. the ability to easily extend the hours of support

• Question 63:

  You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

  A. Customers are better trained
  B. Customers are more experienced
  C. Business functions are outsourced
  D. Systemare more stable and mature.
  E. Overall business/workforce is reduced.
  A. Customers are better trained
  B. Customers are more experienced
  D. Systemare more stable and mature.

• Question 64:

  Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

  A. survey customers
  B. survey focus groups
  C. call other Help Desks
  D. call service providers
  A. survey customers
  B. survey focus groups

• Question 65:

  Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

  A. review salary expectations in relation to departmental constraints
  B. involve model team members in the interview and selection process
  C. review your team's structure for opportunities to leverage the skill mix
  D. perform a job analysis to determine the required skills and temperament.
  B. involve model team members in the interview and selection process
  C. review your team's structure for opportunities to leverage the skill mix
  D. perform a job analysis to determine the required skills and temperament.

• Question 66:

  Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

  A. publish trend reports for the group as a whole
  B. publish a list of agents ranked by who has the most talk time.
  C. Recognize and reward the individual who handles the most calls
  D. Recognize and reward the individual who has theleast :not available" time
  A. publish trend reports for the group as a whole

• Question 67:

  What is the primary role of the support center in most organizations?

  A. The primary role of the support center is to be a strategic asset to the organization it serves.
  B. The primary role of the support center is to ensure that metrics are maintained and distributed.
  C. The primary role of the support center is to make sure that all service levels are met.
  D. The primary role of the support center is to provide technical support services to executives.
  A. The primary role of the support center is to be a strategic asset to the organization it serves.

• Question 68:

  When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

  A. escalate the problem
  B. direct all calls to voice mail
  C. notify the customer community
  D. provide updates on the resolution status
  C. notify the customer community
  D. provide updates on the resolution status

• Question 69:

  A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

  A. Time in Queue
  B. Abandonment Rate
  C. Average Speed of Answer
  D. First Call Resolution Rate
  B. Abandonment Rate

• Question 70:

  Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)

  A. publicly post individual performance rankings
  B. link rewards to specific behaviors in a timely fashion
  C. reward actions that support the team's vision and business goals
  D. highlight both individual and team contributions at staff or team meetings.
  B. link rewards to specific behaviors in a timely fashion
  C. reward actions that support the team's vision and business goals
  D. highlight both individual and team contributions at staff or team meetings.