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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Knowledge Management | - Support infrastructure
|
| Process Improvement | - Service optimization
|
| Financial and Resource Management | - Business management
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| People Management | - Team leadership
|
| Service Delivery Management | - Operational management
|
| Quality and Performance Management | - Continuous improvement
|
HDI Help Desk Manager Sample Questions:
Question 1
What is the best description of remote control?
A. Remote control allows the analyst to take control of the customer's PC from a remote location.
B. Remote control allows the analyst's supervisor to take control of a call from a remote location.
C. Remote control allows the customer to control which analyst will provide support.
D. Remote control allows the analyst to control which applications a customer can use from a remote location.
Question 2
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?
A. stake holder
B. Help Desk manager
C. customer
D. service provider
E. Service-level managers
Question 3
What is a key principle of negotiation with customers?
A. Focus on the individual rather than on the resolution.
B. Determine the customer's underlying need and seek a mutually beneficial solution.
C. Stick to the facts and ignore the customer's emotions.
D. Seek a solution that aligns with support center policies and processes.
Question 4
What is the primary advantage of using self-help tools in a support center?
A. Self-help tools encourage more customers to call for support.
B. Self-help tools keep customers dependent on the support center.
C. Self-help tools provide consistent responses to repetitive requests.
D. Self-help tools improve the rapport between customers and analysts.
Question 5
What is the most likely benefit of having a good marketing strategy for the support center?
A. A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
B. A good marketing strategy gives the support center's analysts more accountability.
C. A good marketing strategy decreases the total cost of ownership for the support center.
D. A good marketing strategy decreases the support center's headcount.
Solutions:
| Question 1 Answer: A | Question 2 Answer: C,D | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A |
