Free HD0-300 Questions for HDI HD0-300 Exam

Question #1

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. UPS usage reports

C. contingency plans

D. call answer plans

Discussion 0

Correct Answer: C Vote an answer

Question #2

In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three)

A. create a communication hub so that people can get accurate information

B. provide an environment in which team members can experience a sense of continuity and control in their work lives.

C. demonstrate knowledge, use and understanding of new team problem management

D. sympathize with team members and leverage your presence to help provide clarity

Discussion 0

Correct Answer: A,B,D Vote an answer

Question #3

A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________

A. be willing to participate

B. be able to multitask

C. use personal abilities and resources

D. be positive

Discussion 0

Correct Answer: B Vote an answer

Question #4

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

A. Interview each analyst to determine whether your analysts want to take international calls.

B. Use industry best practices as a benchmark and study other groups that provide similar support services.

C. Ask management for budget money to train all of your analysts in the languages that will be required by the project.

D. Find ways to hire analysts that speak all of the languages that will require support services.

Discussion 0

Correct Answer: B Vote an answer

Question #5

What are two benefits of external outsourcing?

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

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

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

D. It improves teamwork

Discussion 0

Correct Answer: A,C Vote an answer

Question #6

What should analysts db to ensure that a shared work environment is effective?

A. makes the environment as comfortable as possible with pictures and colors.

B. Allow employees to adjust their workstations to meet their personal needs

C. play music to reduce stress levels

D. use discretion and courtesy

Discussion 0

Correct Answer: D Vote an answer

Question #7

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. contingency plans

D. call answer plans

Discussion 0

Correct Answer: C Vote an answer

Question #8

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

A. meet regularly with focus groups and team members to evaluate past performances

B. meet regularly with stakeholders to determine training gaps

C. be active in the implementation plan for new products

D. be prepared to add staff should a new service fail

Discussion 0

Correct Answer: C Vote an answer

Question #9

Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A. Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.

B. Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

C. Management believes that call volumes will remain at the current levels for the next several years.

D. Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.

Discussion 0

Correct Answer: A Vote an answer

Question #10

Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

A. consistent and right-impact feedback to team members

B. round-table meeting with employees

C. interviews with key stakeholders, customers, and leaders

D. focus groups

Discussion 0

Correct Answer: B,C,D Vote an answer

Question #11

What is the relationship between the support center's average speed to answer and its abandon rate?

A. If the average speed to answer is low then the abandon rate is likely to be high.

B. If the average speed to answer is high then the abandon rate is likely to be high.

C. If the average speed to answer is high then the abandon rate is likely to be low.

D. The average speed to answer has no effect on the abandon rate.

Discussion 0

Correct Answer: B Vote an answer

Question #12

Who is primary responsible for creating a positive work environment?

A. Human Resources

B. executive

C. everyone

D. managers

Discussion 0

Correct Answer: C Vote an answer

Question #13

What is a best practice for building trusting relationships with other support groups?

A. Market the support center's accomplishments.

B. Honor commitments you have made.

C. Implement service level reporting.

D. Participate in quality assurance testing for new releases.

Discussion 0

Correct Answer: B Vote an answer

Question #14

How do you calculate ROI (Return On Investment)?

A. (Value * Cost) / Cost * 100

B. (Value - Cost) / Cost * 100

C. (Value + Cost) / Cost * 100

D. It is not possible to calculate.

Discussion 0

Correct Answer: B Vote an answer

Question #15

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 make sure that all service levels are met.

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 be a strategic asset to the organization it serves.

Discussion 0

Correct Answer: D Vote an answer

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