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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. How can you motivate others to seek guidance?

A) Provide incentives that are challenging yet attainable
B) Use personal visits as an opportunity for employee feedback, support, and mentoring
C) Evaluate performance of team members and provide support to facilitate optimum performance.
D) emphasize changing behaviors rather than people.

2. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A) Customers are more experienced
B) Business functions are outsourced
C) Customers are better trained
D) Systemare more stable and mature.
E) Overall business/workforce is reduced.

3. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A) white boards
B) overnight express mail
C) instant messenger
D) voice mail
E) e-mail

4. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) let the customer vent
B) be respectful
C) change your rate of speech
D) do not interrupt
E) change the tone in your voice

5. What is the best description of a briefing?

A) A briefing is a one-on-one meeting with an employee.
B) A briefing is a short meeting used to communicate status updates.
C) A briefing is a written update to senior management.
D) A briefing is a team meeting that is held regularly.

Solutions: