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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

A) implementing preventive measures
B) identifying daily, weekly, and monthly trends
C) performing customer assessments
D) ensuring that customer contacts are logged

2. What destroys the reputation of the Help Desk and ruins the integrity of the company?

A) poor confidentiality
B) poor problem resolution
C) poor business plans
D) poor flexibility

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

A) Abandonment Rate
B) First Call Resolution Rate
C) AverageAfter Call Work Time
D) Average Talk Time
E) Averaged Speed of Answer

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

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

5. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to ensure that metrics are maintained and distributed.
B) The primary role of the support center is to be a strategic asset to the organization it serves.
C) The primary role of the support center is to provide technical support services to executives.
D) The primary role of the support center is to make sure that all service levels are met.

Solutions: