HDI HD0-300 Dumps
Exam: HDI Help Desk Manager
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176 Questions & Answers
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Question No : 1
What is the most likely disadvantage of insourcing?
A. Insourcing causes tension among team members who are working on different projects.
B. Insourcing creates problems when customers have to wait in a queue too long.
C. Insourcing increases the support center's workload without increasing staffing levels.
D. Insourcing renders the support center's knowledge base obsolete.
Question No : 2
Which concept refers to identifying required staffing based on projected volume?
C. trend awareness
D. resource planning
Question No : 3
What is the most likely benefit of having a good marketing strategy for the support center?
A. A good marketing strategy decreases the total cost of ownership for the support center.
B. A good marketing strategy gives the support center's analysts more accountability.
C. A good marketing strategy increases awareness that the support center provides a return on investment(ROI).
D. A good marketing strategy decreases the support center's headcount.
Question No : 4
You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Question No : 5
What are two ways a Help Desk manager can improve awareness and consideration of
other business units in Help Desk planning? (Choose two)
A. require regular meetings with your employees
B. review historical successes and failure of the organization
C. create clear roles and responsibilities for all team members
D. participate in enterprise-wide initiatives and cross-functional teams
Question No : 6
What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Question No : 7
What are three reasons that companies institute security programs? (Choose three)
A. lower costs
B. legal mandate
C. loss potential
D. corporate responsibility
Question No : 8
Which factor has the greatest effect on business continuity planning?
A. The cost of downtime to the business
B. The location of the support center
C. The price of implementing the plan
D. The return on investment (ROI)
Question No : 9
What is the best description of multitasking in a support center?
A. Multitasking is dealing with incidents and problems simultaneously.
B. Multitasking is managing the support center without help from your team.
C. Multitasking is taking as many calls as possible with the fewest number of analysts.
D. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
Question No : 10
What are two benefits of external outsourcing compared to contract staffing? (Choose two)
A. fewer management issues
B. fewer employee benefit issues
C. the ability to easily extend the hours of support
D. the ability to handle peak periods associated with new technology rollouts
Question No : 11
What should the Help Desk manager do to be a good listener? (Choose three)
A. note the speaker's non-verbal cues
B. be sensitive to the feelings of the speaker
C. carefully craft your responses toQUESTION NO:s
D. re-interpret the message based on external input
E. insert personal experiences into the conversation
F. make an effort to hear precisely what is being said.
Question No : 12
Call volume increases whenever a new release of software is deployed, causing an
increase in the Abandonment Rate. You have decided to increase staff for the new release
scheduled to rollout in there months.
What helped you make your decision? (Choose two)
A. trend analysis
B. disaster recovery
C. quality assurance
D. change management
E. workforce scheduling
Question No : 13
What are two benefits of external outsourcing?
A. It improves teamwork
B. It frees up space and equipment for internal growth.
C. It allows rapid improvement in support quality without impacting the customers being supported
D. It allows management to focus on the quality of the service provided rather than on the processes fordelivering the service
Question No : 14
What should the Help Desk manager attend to in order to better understand the needs and
feelings of others? (Choose two)
A. written documentation
B. verbal communications
C. non-verbal communications
D. past performance problems
Question No : 15
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.
Question No : 16
Which two benefits do managers receive for conducting customer satisfaction surveys and
reporting the results? (Choose two)
A. Customers care how your Help Desk is doing
B. Help Desk performance can be measured against expectations
C. Customers are more likely to provide responses of future survey's
D. The feedback may indicate whether or not you are meeting your mission
Question No : 17
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 better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Question No : 18
Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full- timeemployees
D. Contract employees are allowed to work hours that are not specifically defined by their company.
Question No : 19
How can you pursue continuous learning to stay current with industry standards? (Choose
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Question No : 20
Which three traits should a Help Desk manager look for in Help Desk analyst candidates to
assess their problem solving abilities? (Choose three)
C. formal education
D. specialization knowledge in a discipline
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