HDI Help Desk Manager : HD0-300

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the best description of a good leader?

A) A good leader dictates to the team.
B) A good leader dominates the team.
C) A good leader inspires the team.
D) A good leader demands performance from the team.

2. How can you motivate others to seek guidance?

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

3. What are two advantages of Computer Telephony integration applications? (Choose two)

A) The manual logging of call-related information can be used for invoicing purposes.
B) It enables intelligent routing of calls.
C) It allows effective communication over the internet.
D) It reduces costs by increasing productivity.

4. 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 identify what customers feel is important.
C) Customer satisfaction surveys establish a basis for future pay raises.
D) Customer satisfaction surveys show upper management that the support center is busy.

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

A) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
B) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
C) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.
D) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.

Solutions: