HD0-300試験無料問題集（176題）「HDI Help Desk Manager 認定」

出題：1

What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A. Prevent open discussions of new technologies at work.

B. promote information sharing and learning

C. Require a formal plan before consideration of new ideas.

D. put processes in place for encouraging creativity

E. put procedures in place for screening potential ideas.

正解：B,D,E 解答を投票する

出題：2

What are two benefits of external outsourcing?

A. It improves teamwork

B. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

C. It frees up space and equipment for internal growth.

D. It allows rapid improvement in support quality without impacting the customers being supported

正解：B,C 解答を投票する

出題：3

What is the primary advantage of using self-help tools in a support center?

A. Self-help tools improve the rapport between customers and analysts.

B. Self-help tools keep customers dependent on the support center.

C. Self-help tools provide consistent responses to repetitive requests.

D. Self-help tools encourage more customers to call for support.

正解：C 解答を投票する

出題：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. Gap analysis reports

B. call answer plans

C. UPS usage reports

D. contingency plans

正解：D 解答を投票する

出題：5

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

A. Average Talk Time

B. Averaged Speed of Answer

C. AverageAfter Call Work Time

D. Abandonment Rate

E. First Call Resolution Rate

正解：B,D,E 解答を投票する

出題：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 participation

D. encourage positive perspective within teams

正解：A,B,C 解答を投票する

出題：7

What should the Help Desk manager do to be a good listener? (Choose three)

A. carefully craft your responses to question:s

B. be sensitive to the feelings of the speaker

C. insert personal experiences into the conversation

D. note the speaker's non-verbal cues

E. re-interpret the message based on external input

F. make an effort to hear precisely what is being said.

正解：B,D,F 解答を投票する

出題：8

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A. historical requirements

B. staffing requirements

C. application requirements

D. scheduling requirements

正解：C 解答を投票する

出題：9

What is the best description of the support center's role in the problem management process?

A. The support center fixes all reported problems as rapidly as possible.

B. The support center documents incidents and problems as they occur.

C. The support center keeps management informed of all reported problems.

D. The support center advises customers of how to best avoid problems.

正解：B 解答を投票する

出題：10

What are two enabling factors of the HDI Certified Support Center model? (Choose two)

A. resources

B. results

C. satisfaction

D. leadership

正解：A,D 解答を投票する

出題：11

What is the most appropriate situation for providing deskside support?

A. Providedeskside support if the support center is not busy.

B. Providedeskside support if you need to calm the customer down.

C. Providedeskside support if you must replace the customer's hardware.

D. Providedeskside support if the customer doesn't understand the service level agreement.

正解：C 解答を投票する

出題：12

To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

A. confidential

B. integral

C. moral

D. substantial

正解：A 解答を投票する

出題：13

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

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

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

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

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

正解：A 解答を投票する

出題：14

Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

A. Customers care how your Help Desk is doing

B. The feedback may indicate whether or not you are meeting your mission

C. Customers are more likely to provide responses of futuresurvey's

D. Help Desk performance can be measured against expectations

正解：B,D 解答を投票する

HD0-300試験無料問題集「HDI Help Desk Manager 認定」