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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is a best practice for staying current on trends and technologies in the support industry?

A) Subscribe to leading support industry publications.
B) Find articles that describe the support industry.
C) Schedule a meeting with your chief information officer to ask question:s.
D) Seek the advice of people who are knowledgeable about the industry.

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

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

3. When marketing a support center, what should be clearly communicated to stakeholders?

A) STAFFING REQUIREMENTS
B) INFRASTRUCTURE REQUIREMENTS
C) IMPLEMENTATION TIMELINES
D) RETURN ON INVESTMENT

4. Which commonly used technology supports workflow management within a Call Management System?

A) fax
B) voice mail
C) automated alerts
D) broadcast messaging devices

5. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Interactive Voice Response
B) Automatic Call Distributor
C) Customer Relationship Management
D) Intra-monthly Monitoring System
E) Extra-diem Reporting Application

Solutions: