HDI HD0-300인증시험패스 하는 동시에 여러분의 인생에는 획기적인 일 발생한것이죠, 사업에서의 상승세는 당연한것입니다. IT업계종사자라면 누구나 이런 자격증을 취득하고싶어하리라고 믿습니다. 많은 분들이 이렇게 좋은 인증시험은 아주 어렵다고 생각합니다. 네 많습니다. 패스할확율은 아주 낮습니다. 노력하지않고야 당연히 불가능하죠.HDI HD0-300시험은 기초지식 그리고 능숙한 전업지식이 필요요 합니다. 우리ITExamDump는 여러분들한테HDI HD0-300시험을 쉽게 빨리 패스할 수 있도록 도와주는 사이트입니다. 우리ITExamDump의HDI HD0-300시험관련자료로 여러분은 짧은시간내에 간단하게 시험을 패스할수 있습니다. 시간도 절약하고 돈도 적게 들이는 이런 제안은 여러분들한테 딱 좋은 해결책이라고 봅니다.
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시험 이름: HDI (Help Desk Manager)
IT업계 취업 준비생이라면 국제적으로도 승인받는 IT인증자격증 정도는 몇개 취득해야 하지 않을가 싶습니다. HDI인증 HD0-300시험을 통과하여 인기 자격증을 취득하시면 취업경쟁율이 제고되어 취업이 쉬워집니다. ITExamDump의HDI인증 HD0-300덤프는 많은 시험본 분들에 의해 검증된 최신 최고의 덤프공부자료입니다.망설이지 마시고ITExamDump제품으로 한번 가보세요.
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NO.1 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D
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NO.2 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 :not available" time
Answer: A
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NO.3 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. Average After Call Work Time
Answer: B,C,D
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NO.4 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A
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NO.5 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C
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NO.6 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A
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NO.7 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D
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NO.8 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 better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D
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NO.9 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D
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NO.10 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D
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NO.11 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)
Answer: B,C,D
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NO.12 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C
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NO.13 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B
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NO.14 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E
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NO.15 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B
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NO.16 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C
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NO.17 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D
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NO.18 A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B
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NO.19 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C
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NO.20 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E
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HDI HD0-300인증시험은 전문적인 관련지식을 테스트하는 인증시험입니다. ITExamDump는 여러분이HDI HD0-300인증시험을 통과할 수 잇도록 도와주는 사이트입니다. 여러분은 응시 전 저희의 문제와 답만 잘 장악한다면 빠른 시일 내에 많은 성과 가 있을 것입니다.
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