HD0-300 Online Practice Questions and Answers

Which three metric calculations impact customer satisfaction? (Choose three)

A. Average Talk Time

B. Abandonment Rate

C. First Call Resolution Rate

D. Averaged Speed of Answer

E. AverageAfter Call Work Time

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the

A. manager

B. employee

C. employee's colleagues

D. Human Resources Director.

What are three reasons that companies institute security programs? (Choose three)

A. lower costs

B. legal mandate

C. loss potential

D. corporate responsibility

When marketing a support center, what should be clearly communicated to stakeholders?

A. RETURN ON INVESTMENT

B. STAFFING REQUIREMENTS

C. IMPLEMENTATION TIMELINES

D. INFRASTRUCTURE REQUIREMENTS

Which three statements about effective inter-departmental relationships are true? (Choose three)

A. Management responsibilities are shared

B. Other departments are supported even when they make a mistake

C. You treat people in your organization as they were your customer

D. Information is shared among departments within your organization

What are two ways to understand and value cultural difference ? (Choose two)

A. take a course in cross-cultural studies

B. take a course in business administration

C. study the business practices in relation to the mission statement

D. study the business practices of successful multinational business

What best describes the support center's responsibility in the release management process?

A. The support center is responsible for ensuring that each release is tested and conducted according to the release policy.

B. The support center is responsible for installing new hardware and software for its customers.

C. The support center is responsible for making sure that customers always have the newest equipment and software.

D. The support center is responsible for technically evaluating all new releases.

What is the best description of a critical thinker?

A. A critical thinker critiques in order to redesign and remodel.

B. A critical thinker expresses sympathy to meet the needs of customers.

C. A critical thinker is able to discover weaknesses and risks.

D. A critical thinker leverages intuition appropriately.

Which factor has the greatest effect on business continuity planning?

A. The cost of downtime to the business

B. The location of the support center

C. The price of implementing the plan

D. The return on investment (ROI)

Which action is most likely to help you develop clear strategies to help you run your support center?

A. Attend executive seminars.

B. Deliver presentations to senior management.

C. Encourage your staff to participate in interdepartmental projects.

D. Network with people in other organizations.