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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What are three benefits of mentoring programs? (Choose three)

A) They allow team members potential growth opportunities.
B) They help team members develop strategic vision statements.
C) They help team members improve
D) They help retain personnel with optimal skills.

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

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

3. What should be addressed in a support center's marketing plan?

A) the support center's budget requirements
B) the support center's implementation timelines
C) the support center's staffing requirements
D) the support center's role in the corporate vision

4. How can you motivate others to seek guidance?

A) emphasize changing behaviors rather than people.
B) Provide incentives that are challenging yet attainable
C) Evaluate performance of team members and provide support to facilitate optimum performance.
D) Use personal visits as an opportunity for employee feedback, support, and mentoring

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) change management
C) workforce scheduling
D) trend analysis
E) disaster recovery

Solutions: