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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which concept refers to identifying required staffing based on projected volume?

A) trend awareness
B) resource planning
C) outsourcing
D) insourcing

2. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) customer complaints
B) analyst complaints
C) manager surveys
D) customer surveys
E) analyst reviews
F) manager complaints

3. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
B) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
C) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
D) Management believes that call volumes will remain at the current levels for the next several years.

4. 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) instant messenger
C) e-mail
D) voice mail
E) overnight express mail

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

Solutions: