최신 HD0-300 무료덤프 - HDI Help Desk Manager

문제1

How can you motivate others to seek guidance?

A. Use personal visits as an opportunity for employee feedback, support, and mentoring

B. emphasize changing behaviors rather than people.

C. Evaluate performance of team members and provide support to facilitate optimum performance.

D. Provide incentives that are challenging yet attainable

정답: A

문제2

What is a best practice when taking action that will affect other departments or teams?

A. Implement your ideas as soon as you have decided on the best course of action.

B. Hold discussions with other managers to identify the possible effects of your actions.

C. Make a presentation to other teams letting them know what you have done.

D. Give serious consideration to what people will think of you if your ideas do not work.

정답: B

문제3

Which commonly used technology supports workflow management within a Call Management System?

A. fax

B. voice mail

C. broadcast messaging devices

D. automated alerts

정답: D

문제4

What is the best description of the support center's role in the problem management process?

A. The support center keeps management informed of all reported problems.

B. The support center documents incidents and problems as they occur.

C. The support center advises customers of how to best avoid problems.

D. The support center fixes all reported problems as rapidly as possible.

정답: B

문제5

What should the Help Desk manager do to be a good listener? (Choose three)

A. make an effort to hear precisely what is being said.

B. be sensitive to the feelings of the speaker

C. re-interpret the message based on external input

D. note the speaker's non-verbal cues

E. carefully craft your responses to question:s

F. insert personal experiences into the conversation

정답: A,B,D

문제6

Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A. analyst training

B. analyst interviews

C. analyst focus groups

D. analyst reviews

정답: A,D

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 most likely benefit of implementing a knowledge management system in a support center?

A. Implementing a knowledge management system helps build rapport among teams in the support center.

B. Implementing a knowledge management system supports computer-telephony integration.

C. Implementing a knowledge management system increases the customer's dependence upon support services.

D. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

정답: A

문제9

Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

A. e-mail

B. Broadcast messaging devices

C. telephone

D. Call Management Systems

E. web

정답: B,D

문제10

When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A. the Average Speed of Answer

B. the resolution of the problem

C. the quality of the data

D. the Abandonment Rate

정답: C

최신 HD0-300 무료덤프 - HDI Help Desk Manager

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