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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

What are two ways to understand and value cultural difference ? (Choose two)

A. take a course in cross-cultural studies
B. study the business practices of successful multinational business
C. take a course in business administration
D. study the business practices in relation to the mission statement

Question 2

What are two roles of expert systems in Help Desk applications? (Choose two)

A. to provide a direct channel to vendor's marketing departments for new systems
B. to provide Help Desk analysts with answers to every customer question:
C. to narrow the typepf problem and suggest resolutions
D. to provide assistance to second-level analysts for more advanced troubleshooting

Question 3

How can you provide direction in times of confusion or ambiguity?

A. Centralize communication to ensure that all team members get accurate information
B. create a sense of trust in subordinates by not personally making decisions.
C. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
D. Authorize the team leader to conduct team building activities to strengthen team ties.

Question 4

What is the primary difference between incident management and problem management?

A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.
B. Problem management prevents customers fromcalling ;incident management handles calls when customers do call
C. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
D. Problem management is focused on helping customer; incident management is focused on processes and procedures.

Question 5

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

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

Solutions: