HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 81:

  What is a best practice for establishing effective relationships with other parts of the service organization?

  A. Maximal personal benefits
  B. Treat others as you would like to be treated.
  C. There is no single best way
  B. Treat others as you would like to be treated.

• Question 82:

  What is the best description of remote control?

  A. Remote control allows the analyst to control which applications a customer can use from a remote location.
  B. Remote control allows the analyst to take control of the customer's PC from a remote location.
  C. Remote control allows the analyst's supervisor to take control of a call from a remote location.
  D. Remote control allows the customer to control which analyst will provide support.
  B. Remote control allows the analyst to take control of the customer's PC from a remote location.

• Question 83:

  What is the best reason for having security policies in a support center?

  A. Security policies are required by IT management.
  B. Security policies ensure that security is everyone's concern.
  C. Security policies protect the company and its customers from unauthorized access.
  D. Security policies safeguard the support center's staff from liability.
  C. Security policies protect the company and its customers from unauthorized access.

• Question 84:

  What is the primary purpose of customer satisfaction surveys?

  A. Customer satisfaction surveys determine if the support center is following the service level agreement.
  B. Customer satisfaction surveys establish a basis for future pay raises.
  C. Customer satisfaction surveys identify what customers feel is important.
  D. Customer satisfaction surveys show upper management that the support center is busy.
  C. Customer satisfaction surveys identify what customers feel is important.

• Question 85:

  Organizational development needs are determined by which three methods? (Choose three)

  A. project analysis
  B. position profiling
  C. skill gap analysis
  D. individual assessment
  B. position profiling
  C. skill gap analysis
  D. individual assessment

• Question 86:

  What system allows you to view Key Performance Indicators in real time?

  A. PKI
  B. Computer Telephony Integration (CTI)
  C. CTE
  D. SETI
  B. Computer Telephony Integration (CTI)

• Question 87:

  Which two actions ensure consistent customer service? (Choose two)

  A. acknowledge the benefit of the customer's idea
  B. ascertain that priority and severity levels are congruent
  C. provide everyone on the Help Desk with similar training
  D. ensure that customers are aware of Help Desk contributions
  B. ascertain that priority and severity levels are congruent
  C. provide everyone on the Help Desk with similar training

• Question 88:

  How can you motivate others to seek guidance?

  A. emphasize changing behaviors rather than people
  B. provide incentives that are challenging yet attainable
  C. use personal visits as an opportunity for employee feedback, support, and mentoring
  D. Evaluate performance of team members and provide support to facilitate optimum performance
  C. use personal visits as an opportunity for employee feedback, support, and mentoring

• Question 89:

  What are three characteristics of performance measurement? (Choose three)

  A. reliable
  B. realistic
  C. inflexible
  D. objective
  E. subjective
  A. reliable
  B. realistic
  D. objective

• Question 90:

  How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

  A. be prepared to add staff should a new service fail
  B. be active in the implementation plan for new products
  C. meet regularly with stakeholders to determine training gaps
  D. meet regularly with focus groups and team members to evaluates past performances.
  B. be active in the implementation plan for new products