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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

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

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

Question 2

By asking customers to evaluate your present performance and suggest improvements what can you manage?

A. communications
B. financial trends
C. stakeholder expectations
D. directlabour resourcing

Question 3

What system allows you to view Key Performance Indicators in real time?

A. SETI
B. PKI
C. Computer Telephony Integration (CTI)
D. CTE

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

Question 5

Which concept refers to identifying required staffing based on projected volume?

A. trend awareness
B. outsourcing
C. insourcing
D. resource planning

Solutions: