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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the best description of a critical thinker?

A) A critical thinker is able to discover weaknesses and risks.
B) A critical thinker expresses sympathy to meet the needs of customers.
C) A critical thinker leverages intuition appropriately.
D) A critical thinker critiques in order to redesign and remodel.

2. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy decreases the support center's headcount.
B) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
C) A good marketing strategy gives the support center's analysts more accountability.
D) A good marketing strategy decreases the total cost of ownership for the support center.

3. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A) the quality of the data
B) the Abandonment Rate
C) the Average Speed of Answer
D) the resolution of the problem

4. What is the benefit of outsourcing compared to insourcing?

A) greater control of support resources
B) lower capital cost for equipment and systems
C) improved average speed of answer
D) improved quality

5. What is the primary purpose of problem management?

A) The primary purpose of problem management is to resolve incidents quickly.
B) The primary purpose of problem management is to restore normal service.
C) The primary purpose of problem management is to eliminate the cause of incidents.
D) The primary purpose of problem management is to reduce the number of incidents.

Solutions: