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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. How can you motivate others to seek guidance?

A) Evaluate performance of team members and provide support to facilitate optimum performance.
B) emphasize changing behaviors rather than people.
C) Use personal visits as an opportunity for employee feedback, support, and mentoring
D) Provide incentives that are challenging yet attainable

2. How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

A) It eliminates the need for training Help Desk analysts.
B) It eliminates the need for monitoring call volume.
C) It automatically solves customer problems.
D) It automatically exchanges accurate and useful information.

3. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) scheduling requirements
B) historical requirements
C) staffing requirements
D) application requirements

4. What is a best practice for building trusting relationships with other support groups?

A) Honor commitments you have made.
B) Implement service level reporting.
C) Participate in quality assurance testing for new releases.
D) Market the support center's accomplishments.

5. 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) instant messenger
B) voice mail
C) overnight express mail
D) e-mail
E) white boards

Solutions: