HDI HD0-300

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HDI Help Desk Manager Sample Questions:

1. Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

A) survey focus groups
B) call other Help Desks
C) survey customers
D) call service providers

2. 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 eliminates the need for monitoring call volume.
D) It automatically solves customer problems.

3. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be prepared to add staff should a new service fail
B) meet regularly with focus groups and team members to evaluates past performances.
C) be active in the implementation plan for new products
D) meet regularly with stakeholders to determine training gaps

4. What is the best way to prepare your support center to take international calls?

A) Ask management for budget money to train all of your analysts in the languages that will be required by the project.
B) Use industry best practices as a benchmark and study other groups that provide similar support services.
C) Find ways to hire analysts that speak all of the languages that will require support services.
D) Interview each analyst to determine whether your analysts want to take international calls.

5. What should you use to define a Help Desk's role in an organization?

A) vision and mission statement
B) job descriptions
C) goals and objectives
D) development plans

Solutions: