HDI HD0-300

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Attend executive seminars.
B) Encourage your staff to participate in interdepartmental projects.
C) Deliver presentations to senior management.
D) Network with people in other organizations.

2. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the customer is threatening to take the issue higher.
B) Taking risks is appropriate if the risk is directly connected to service delivery.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.

3. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) customer complaints
B) manager complaints
C) analyst complaints
D) analyst reviews
E) customer surveys
F) manager surveys

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

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

5. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Automatic Call Distributor
B) Extra-diem Reporting Application
C) Customer Relationship Management
D) Intra-monthly Monitoring System
E) Interactive Voice Response

Solutions: