최신 HD0-300 무료덤프 - HDI Help Desk Manager

문제1

What is the primary purpose of problem management?

A. The primary purpose of problem management is to reduce the number of incidents.

B. The primary purpose of problem management is to restore normal service.

C. The primary purpose of problem management is to eliminate the cause of incidents.

D. The primary purpose of problem management is to resolve incidents quickly.

정답: C

문제2

A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A. Time in Queue

B. First Call Resolution Rate

C. Abandonment Rate

D. Average Speed of Answer

정답: C

문제3

To which three types of data do companies restrict access? (Choose three)

A. proprietary information

B. network shares

C. payroll information

D. personnel records

정답: A,C,D

문제4

How do you calculate ROI (Return On Investment)?

A. It is not possible to calculate.

B. (Value - Cost) / Cost * 100

C. (Value * Cost) / Cost * 100

D. (Value + Cost) / Cost * 100

정답: B

문제5

Which two actions ensure consistent customer service? (Choose two)

A. ensure that customers are aware of Help Desk contributions

B. provide everyone on the Help Desk with similar training

C. acknowledge the benefit of the customer's idea

D. ascertain that priority and severity levels are congruent

정답: B,D

문제6

Which statement about contract staffing is true?

A. Contract employees can only be let go by their company.

B. Contract employees are allowed to work hours that are not specifically defined by their company.

C. Contract employees may hinder teamwork if they do not work closely with full-time employees

D. Contract employees receive more benefits than full-time employees

정답: C

문제7

Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

A. maintaining normal voice modulation with the customer

B. empathizing with the customer during problem resolution

C. instructing the customer in problem resolution

D. matching voice modulation with the customer

정답: A,B

문제8

What is the first step to take when calculating return on investment (ROI)?

A. Determine costs.

B. Identify intangible benefits.

C. Collect data.

D. Report results.

정답: C

문제9

What is the best description of benchmarking in a support center?

A. Benchmarking is a comparative study of the support center's performance against comparable organizations.

B. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

C. Benchmarking is a marketing tool that increases the support center's visibility to its customers.

D. Benchmarking is allowing your support staff to determine the method it will use to provide service.

정답: A

문제10

What is a best practice for providing direction and focus under chaotic circumstances?

A. Offer unpaid leave to your staff.

B. Assure staff that everything is fine.

C. Advise staff that big changes are imminent.

D. Empathize with your team members.

정답: D

최신 HD0-300 무료덤프 - HDI Help Desk Manager

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