HDI Help Desk Manager : HD0-300

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HDI Help Desk Manager Sample Questions:

1. What is the benefit of outsourcing compared to insourcing?

A) greater control of support resources
B) lower capital cost for equipment and systems
C) improved quality
D) improved average speed of answer

2. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system promotes competition among support teams.
B) Implementing a knowledge management system allows the support center to cut back on its hours of operation.
C) Implementing a knowledge management system reduces the time needed to train new employees.
D) Implementing a knowledge management system keeps ownership of knowledge in the support center.

3. Which two actions ensure consistent customer service? (Choose two)

A) acknowledge the benefit of the customer's idea
B) ascertain that priority and severity levels are congruent
C) provide everyone on the Help Desk with similar training
D) ensure that customers are aware of Help Desk contributions

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

A) the Abandonment Rate
B) the resolution of the problem
C) the Average Speed of Answer
D) the quality of the data

5. What is a best practice for retaining valuable members of your team?

A) Provide your employees with a clear career path.
B) Let the members of your team figure out the job for themselves.
C) Avoid criticizing the members of your team.
D) Pay less than the industry average for the position.

Solutions: