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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

A) substantial
B) integral
C) confidential
D) moral

2. What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?

A) Customer management system
B) Automatic call distributor
C) Personal digital assistant
D) Remote control

3. What is the best description of multitasking in a support center?

A) Multitasking is taking as many calls as possible with the fewest number of analysts.
B) Multitasking is managing the support center without help from your team.
C) Multitasking is dealing with incidents and problems simultaneously.
D) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.

4. Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?

A) takes the initiative and is creative
B) takes chances and switches topics
C) changes perspectives often and is self sufficient
D) handles stress andprioritize

5. What is the most important element of a successful support center with regard to the customer?

A) Contacting the customer on time
B) Surveying the customer
C) Satisfying the customer
D) Tracking customer interactions

Solutions: