HDI HD0-300

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HDI Help Desk Manager Sample Questions:

1. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) You treat people in your organization as if they were your customer
B) Information is shared among departments within your organization
C) Other departments are supported even when they make a mistake
D) Management responsibilities are shared.

2. What is the best description of a critical thinker?

A) A critical thinker leverages intuition appropriately.
B) A critical thinker is able to discover weaknesses and risks.
C) A critical thinker critiques in order to redesign and remodel.
D) A critical thinker expresses sympathy to meet the needs of customers.

3. How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

A) It automatically exchanges accurate and useful information.
B) It eliminates the need for training Help Desk analysts.
C) It automatically solves customer problems.
D) It eliminates the need for monitoring call volume.

4. 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) Overall business/workforce is reduced.
B) Customers are more experienced
C) Business functions are outsourced
D) Customers are better trained
E) Systemare more stable and mature.

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

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

Solutions: