- Exam Code: HD0-300
- Exam Name: Help Desk Manager
- Certification Provider: HDI
- Corresponding Certification:HDI World wide Certification
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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Tools in Service Management | - Service desk tools and automation
|
| Service Desk Operations Management | - Knowledge and Documentation Management
|
| Customer Experience Management | - Customer satisfaction and service quality
|
| Leadership and People Management | - Workforce management
|
HDI Help Desk Manager Sample Questions:
When marketing a support center, what should be clearly communicated to stakeholders?
- A. IMPLEMENTATION TIMELINES
- B. STAFFING REQUIREMENTS
- C. INFRASTRUCTURE REQUIREMENTS
- D. RETURN ON INVESTMENT
Correct Answer: D 🗳️
What is the best reason for taking risks to find a solution to a customer's problem?
- A. Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
- B. Taking risks is appropriate if the risk is directly connected to service delivery.
- C. Taking risks is appropriate if the customer is threatening to take the issue higher.
- D. Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
Correct Answer: D 🗳️
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
- A. produce individual and team performance reports
- B. seek feedback from the analysts on job difficulties
- C. demonstrate your commitment to the organization
- D. take the time to recruit and hire new employees
Correct Answer: B,C 🗳️
What are two advantages of Computer Telephony integration applications? (Choose two)
- A. It enables intelligent routing of calls.
- B. It reduces costs by increasing productivity.
- C. The manual logging of call-related information can be used for invoicing purposes.
- D. It allows effective communication over the internet.
Correct Answer: A,B 🗳️
Which three should be included in the professional development plans for your staff? (Choose three)
- A. an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
- B. a list of training programs that the staff member should take in the month ahead.
- C. a list of classes available in your corporate training center.
- D. an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
Correct Answer: A,B,D 🗳️
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