HDI World wide Certification HD0-300 Braindumps

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A) Mediocre service is generally acceptable if the customer likes you personally.
B) A positive interaction can initiate a customer's split-second decision to continue doing business with you.
C) Mediocre service can cause a customer's gradually to want to do business somewhere else.
D) A bad interaction can initiate a customer's split-second decision to continue doing business with you.

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

A) Interactive Voice Response
B) Automatic Call Distributor
C) Intra-monthly Monitoring System
D) Customer Relationship Management
E) Extra-diem Reporting Application

3. What are three characteristics of performance measurement? (Choose three)

A) subjective
B) objective
C) inflexible
D) realistic
E) reliable

4. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?

A) Gap analysis reports
B) UPS usage reports
C) call answer plans
D) contingency plans

5. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Publish trend reports for the group as a whole
B) Publish a list of agents ranked by who has the most talk time
C) Recognize and reward the individual who has the least "notavailable"time.
D) Recognize and reward the individual who handles the most calls

Solutions: