HD0-300 Online Practice Questions and Answers

You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A. speak slowly and loudly

B. pause to verify understanding

C. encourage the person to ask for clarification

D. use proper/standard language expressions (eliminate slang)

External outsourcing by a third party is the preferred method of support in which situation?

A. Your support organization supports a number of proprietary applications and has significant security restrictions.

B. Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.

C. Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.

D. Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.

To which three types of data do companies restrict access? (Choose three)

A. network shares

B. personnel records

C. payroll information

D. proprietary information

What is an excellent form of feedback on the type of service and support you are providing to an organization?

A. analyst reviews

B. manager surveys

C. analyst complaints

D. customer surveys

E. manager complaints

F. customer complaints

Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A. analyst reviews

B. analyst training

C. analyst interviews

D. analyst focus groups

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

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 the least "notavailable"time.

When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A. the quality of the data

B. the Abandonment Rate

C. the resolution of the problem

D. the Average Speed of Answer

Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

A. survey customers

B. survey focus groups

C. call other Help Desks

D. call service providers

What best describes the role of the support center in the change management process?

A. The support center archives change reports for the knowledge base.

B. The support center authorizes the change after assessing its impact.

C. The support center documents customer queries prior to the change.

D. The support center tracks the impact that the change has on customers.

What is a best practice for managing risks and uncertainties?

A. Make decisions based upon intuition.

B. Manage strengths, weaknesses, opportunities, and threats.

C. Refer to published service level agreements.

D. Seek advice from your coworkers.

What is the best description of multitasking in a support center?

A. Multitasking is dealing with incidents and problems simultaneously.

B. Multitasking is managing the support center without help from your team.

C. Multitasking is taking as many calls as possible with the fewest number of analysts.

D. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.

What is a key principle of negotiation with customers?

A. Determine the customer's underlying need and seek a mutually beneficial solution.

B. Focus on the individual rather than on the resolution.

C. Seek a solution that aligns with support center policies and processes.

D. Stick to the facts and ignore the customer's emotions.

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.

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.