HD0-300 by HDI Actual Free Exam Questions And Answers

Question 1

Which commonly used technology supports workflow management within a Call Management System?

A. broadcast messaging devices

B. automated alerts

C. fax

D. voice mail

Discussion 0

Correct Answer: B Vote an answer

Question 2

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

A. Automatic Call Distributor

B. Customer Relationship Management

C. Interactive Voice Response

D. Intra-monthly Monitoring System

E. Extra-diem Reporting Application

Discussion 0

Correct Answer: A,B,C Vote an answer

Question 3

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

A. Maximal personal benefits

B. There is no single best way

C. Treat others as you would like to be treated.

Discussion 0

Correct Answer: C Vote an answer

Question 4

What is the primary difference between incident management and problem management?

A. Problem management prevents customers fromcalling ;incident management handles calls when customers do call

B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

C. Problem management is focused on helping customer; incident management is focused on processes and procedures.

D. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

Discussion 0

Correct Answer: B Vote an answer

Question 5

What is a best practice for reducing costs in the support center?

A. Dismiss poor performers from their positions.

B. Avoid measuring performances to save time.

C. Reduce the number of calls that the support center takes.

D. Run the support center like a business.

Discussion 0

Correct Answer: D Vote an answer

Question 6

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 others to be creative

B. encourage others to take initiative

C. encourage positive perspective within teams

D. encourage participation

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 7

What are three common problems when supporting global customers? (Choose three)

A. Service expectations vary from country to country.

B. Problems are not communicated clearly.

C. Global network downtime occurs frequently.

D. Different technologies are found in different countries.

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 8

What is the most likely benefit of implementing a knowledge management system in a support center?

A. Implementing a knowledge management system increases the customer's dependence upon support services.

B. Implementing a knowledge management system supports computer-telephony integration.

C. Implementing a knowledge management system helps build rapport among teams in the support center.

D. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

Discussion 0

Correct Answer: C Vote an answer

Question 9

What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?

A. Automatic call distributor

B. Customer management system

C. Personal digital assistant

D. Remote control

Discussion 0

Correct Answer: A Vote an answer

Question 10

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. Overall business/workforce is reduced.

C. Systemare more stable and mature.

D. Business functions are outsourced

E. Customers are more experienced

Discussion 0

Correct Answer: A,C,E Vote an answer

Question 11

Which three metric calculations impact customer satisfaction? (Choose three)

A. First Call Resolution Rate

B. Average Speed of Answer

C. Average Talk Time

D. Abandonment Rate

E. AverageAfter Call Work Time

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 12

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

Discussion 0

Correct Answer: A Vote an answer

HDI Help Desk Manager - HD0-300 Exam Practice Test

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