HD0-300 Online Practice Questions and Answers

An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you

still decide to implement your off-schedule shift change.

Which leadership trait does this show?

A. the ability to encourage team participation

B. the ability to discourage one-person domination

C. the ability to execute a plan despite adverse conditions

D. the ability to identify unpopular decisions as still necessary

What are three benefits of mentoring programs? (Choose three)

A. They help team members improve

B. They help retain personnel with optimal skills.

C. They allow team members potential growth opportunities.

D. They help team members develop strategic vision statements.

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A. publish trend reports for the group as a whole

B. publish a list of agents ranked by who has the most talk time.

C. Recognize and reward the individual who handles the most calls

D. Recognize and reward the individual who has theleast :not available" time

What is the benefit of outsourcing compared to insourcing?

A. improved quality

B. improved average speed of answer

C. greater control of support resources

D. lower capital cost for equipment and systems

When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A. escalate the problem

B. direct all calls to voice mail

C. notify the customer community

D. provide updates on the resolution status

What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A. require regular meetings with your employees

B. review historical successes and failure of the organization

C. create clear roles and responsibilities for all team members

D. participate in enterprise-wide initiatives and cross-functional teams

What are two benefits of external outsourcing?

A. It improves teamwork

B. It frees up space and equipment for internal growth.

C. It allows rapid improvement in support quality without impacting the customers being supported

D. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

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. STAFFING REQUIREMENTS

B. HISTORICAL REQUIREMENTS

C. APPLICATION REQUIREMENTS

D. SCHEDULING REQUIREMENTS

What is the best way to prepare your support center to take international calls?

A. Ask management for budget money to train all of your analysts in the languages that will be required by the project.

B. Find ways to hire analysts that speak all of the languages that will require support services.

C. Interview each analyst to determine whether your analysts want to take international calls.

D. Use industry best practices as a benchmark and study other groups that provide similar support services.

How do you calculate ROI (Return On Investment)?

A. (Value - Cost) / Cost * 100

B. (Value + Cost) / Cost * 100

C. (Value * Cost) / Cost * 100

D. It is not possible to calculate.