최신 HD0-300 무료덤프 - HDI Help Desk Manager

문제1

An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A. encourage others to take initiative

B. encourage others to be creative

C. encourage positive perspective within teams

D. encourage participation

정답: A,B,D

문제2

What should be addressed in a support center's marketing plan?

A. the support center's staffing requirements

B. the support center's implementation timelines

C. the support center's budget requirements

D. the support center's role in the corporate vision

정답: D

문제3

When marketing a support center, what should be clearly communicated to stakeholders?

A. INFRASTRUCTURE REQUIREMENTS

B. STAFFING REQUIREMENTS

C. RETURN ON INVESTMENT

D. IMPLEMENTATION TIMELINES

정답: C

문제4

Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A. e-mail

B. instant messenger

C. overnight express mail

D. white boards

E. voice mail

정답: A,E

문제5

What is a best practice for keeping employees satisfied and productive?

A. Organize regular social events paid for by the company.

B. Pay employees more than market rates.

C. Ensure that employees go on vacation at least twice annually.

D. Involve employees in making decisions and seek their feedback.

정답: 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 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

문제8

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

문제9

What is the best description of a briefing?

A. A briefing is a one-on-one meeting with an employee.

B. A briefing is a team meeting that is held regularly.

C. A briefing is a short meeting used to communicate status updates.

D. A briefing is a written update to senior management.

정답: C

문제10

What statement best describes leadership in a support center?

A. A support center leader focuses on process rather than efficiency.

B. A support center leader sides with staff against customers.

C. A support center leader is an ongoing champion of service excellence.

D. A support center leader decides what needs to be accomplished.

정답: C

최신 HD0-300 무료덤프 - HDI Help Desk Manager

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