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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

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

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

Question 2

You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A. encourage the person to ask for clarification
B. pause to verify understanding
C. use proper/standard language expressions (eliminate slang)
D. speak slowly and loudly

Question 3

Which three statements about contract staffing are true? (Choose three)

A. It allows the company to "try before they buy"
B. It enhances teamwork
C. It can reduce the time it takes for agents to be effective on the phone.
D. It provides the ability to manage periodic peaks in workloads

Question 4

What deductive reasoning based on?

A. Future trends predication
B. Logical steps and analysis
C. Internet research
D. A general consensus of opinion

Question 5

How do you calculate ROI (Return On Investment)?

A. (Value + Cost) / Cost * 100
B. (Value - Cost) / Cost * 100
C. (Value * Cost) / Cost * 100
D. It is not possible to calculate.

Solutions: