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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

A) recording unresolved issues
B) escalating unresolved issues
C) communicating the status of issues
D) monitoring unresolved issues
E) resolving customer issues

2. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) trend analysis
B) workforce scheduling
C) change management
D) disaster recovery
E) quality assurance

3. What are three characteristics of performance measurement? (Choose three)

A) objective
B) reliable
C) inflexible
D) subjective
E) realistic

4. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) direct all calls to voice mail
B) escalate the problem
C) provide updates on the resolution status
D) notify the customer community

5. 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) Human Resources Director
B) employee's colleagues
C) employee
D) manager

Solutions: