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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What must be included in an IT change management process?

A) Any cross-cultural communication issues must be addressed.
B) The support center must commit to the change even if it fails.
C) The possible risks of the proposed change must be assessed.
D) The service level agreement must be modified to include the change.

2. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Publish a list of agents ranked by who has the most talk time
B) Recognize and reward the individual who handles the most calls
C) Publish trend reports for the group as a whole
D) Recognize and reward the individual who has the least "notavailable"time.

3. To which three types of data do companies restrict access? (Choose three)

A) proprietary information
B) payroll information
C) network shares
D) personnel records

4. Which three metric calculations impact customer satisfaction? (Choose three)

A) Average Talk Time
B) Averaged Speed of Answer
C) First Call Resolution Rate
D) AverageAfter Call Work Time
E) Abandonment Rate

5. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) Average Speed Answer
B) First Call Resolution Rate
C) Abandonment Rate
D) Time in Queue

Solutions: