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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Who is ultimately responsible for an employee's success or failure?

A) the employee's manager
B) the employee's team leader
C) the employee's mentor
D) the employee

2. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A) A positive interaction can initiate a customer's split-second decision to continue doing business with you.
B) Mediocre service is generally acceptable if the customer likes you personally.
C) A bad interaction can initiate a customer's split-second decision to continue doing business with you.
D) Mediocre service can cause a customer's gradually to want to do business somewhere else.

3. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Encourage your staff to participate in interdepartmental projects.
B) Network with people in other organizations.
C) Deliver presentations to senior management.
D) Attend executive seminars.

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

A) the Abandonment Rate
B) the quality of the data
C) the resolution of the problem
D) the Average Speed of Answer

5. What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?

A) Customer management system
B) Remote control
C) Automatic call distributor
D) Personal digital assistant

Solutions: