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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the most commonly used technology in the support center?

A) Remote control
B) Self-help
C) E-mail
D) Telephony

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

A) provide an environment in which team members can experience a sense of continuity and control in their work lives.
B) demonstrate knowledge, use and understanding of new team problem management
C) create a communication hub so that people can get accurate information
D) sympathize with team members and leverage your presence to help provide clarity

3. 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

4. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) do not interrupt
B) be respectful
C) change the tone in your voice
D) let the customer vent
E) change your rate of speech

5. What is the primary benefit of having security policies in a support center?

A) Security policies limit Internet access for all of the company's employees.
B) Security policies allow the support center to stay open later.
C) Security policies ensure that customers cannot carry out illegal transactions.
D) Security policies protect the company in the event of data loss.

Solutions: