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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Process Improvement | - Service optimization
|
| Topic 2: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 3: Financial and Resource Management | - Business management
|
| Topic 4: Quality and Performance Management | - Continuous improvement
|
| Topic 5: People Management | - Team leadership
|
| Topic 6: Technology and Knowledge Management | - Support infrastructure
|
| Topic 7: Service Delivery Management | - Operational management
|
HDI Help Desk Manager Sample Questions:
What is a best practice for managing risks and uncertainties?
- A. Manage strengths, weaknesses, opportunities, and threats.
- B. Make decisions based upon intuition.
- C. Seek advice from your coworkers.
- D. Refer to published service level agreements.
Correct Answer: A 🗳️
What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?
- A. Remote control
- B. Customer management system
- C. Personal digital assistant
- D. Automatic call distributor
Correct Answer: D 🗳️
Which three statements about contract staffing are true? (Choose three)
- A. It can reduce the time it takes for agents to be effective on the phone.
- B. It provides the ability to manage periodic peaks in workloads
- C. It enhances teamwork
- D. It allows the company to "try before they buy"
Correct Answer: A,B,D 🗳️
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. Recognize and reward the individual who handles the most calls
- B. Recognize and reward the individual who has theleast :not available" time
- C. publish a list of agents ranked by who has the most talk time.
- D. publish trend reports for the group as a whole
Correct Answer: D 🗳️
What is the most important element of a successful support center with regard to the customer?
- A. Contacting the customer on time
- B. Surveying the customer
- C. Satisfying the customer
- D. Tracking customer interactions
Correct Answer: C 🗳️
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