HD0-300 Online Practice Questions and Answers

Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A. Automatic Call Distributor

B. Interactive Voice Response

C. Intra-monthly Monitoring System

D. Extra-diem Reporting Application

E. Customer Relationship Management

What should you consider when performing workforce scheduling and resource planning? (Choose three)

A. insourcing and outsourcing procedures

B. the random nature of call arrival patterns

C. the need to identify required staffing based on projected volume

D. how to project future workloads based on past request arrival patterns

By asking customers to evaluate your present performance and suggest improvements what can you manage?

A. financial trends

B. communications

C. directlabour resourcing

D. stakeholder expectations

What are three steps in an employee gap analysis? (Choose three)

A. identify employee skills

B. list the skills of each employee and compare them to each other

C. compare the job skills for the employee's current position to the skills required for the next job level.

D. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

What should the Help Desk consider when working with different customers?

A. All customers consider their problem to be an emergency

B. All customers are unique individuals with their own perceptions

C. All customers have similar expectations regarding quality service

D. Customers who work for the same company have similar expectations

Which technology reduces Help Desk call volumes?

A. e-mail

B. telephone

C. voice mail

D. self-service

Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

A. performing customer assessments

B. implementing preventive measures

C. identifying daily, weekly, and monthly trends

D. ensuring that customer contacts are logged

What is the best description of remote control?

A. Remote control allows the analyst to control which applications a customer can use from a remote location.

B. Remote control allows the analyst to take control of the customer's PC from a remote location.

C. Remote control allows the analyst's supervisor to take control of a call from a remote location.

D. Remote control allows the customer to control which analyst will provide support.

Which statement best describes IT configuration management?

A. IT configuration management controls the support center's hardware.

B. IT configuration management is a comprehensive IT library.

C. IT configuration management is lifecycle management for IT equipment.

D. IT configuration management restricts the improper use of software.

What is the best way to stay current with support industry developments?

A. Discuss key customer demands with colleagues.

B. Join industry-related groups.

C. Read books by famous management experts.

D. Spend occasional time on vendor's Web sites.