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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Management | - Operational management
|
| Topic 2: Quality and Performance Management | - Continuous improvement
|
| Topic 3: People Management | - Team leadership
|
| Topic 4: Process Improvement | - Service optimization
|
| Topic 5: Financial and Resource Management | - Business management
|
| Topic 6: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 7: Technology and Knowledge Management | - Support infrastructure
|
HDI Help Desk Manager Sample Questions:
You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)
- A. Overall business/workforce is reduced.
- B. Customers are better trained
- C. Systemare more stable and mature.
- D. Business functions are outsourced
- E. Customers are more experienced
Correct Answer: B,C,E 🗳️
Which two items should you consider before making Help Desk operational decisions? (Choose two)
- A. employee opinion
- B. implications to other business units.
- C. personal preference
- D. cost versus benefit
Correct Answer: B,D 🗳️
What should analysts db to ensure that a shared work environment is effective?
- A. use discretion and courtesy
- B. play music to reduce stress levels
- C. makes the environment as comfortable as possible with pictures and colors.
- D. Allow employees to adjust their workstations to meet their personal needs
Correct Answer: A 🗳️
What are two benefits of external outsourcing compared to contract staffing? (Choose two)
- A. the ability to easily extend the hours of support
- B. fewer management issues
- C. the ability to handle peak periods associated with new technology rollouts
- D. fewer employee benefit issues
Correct Answer: A,B 🗳️
Which three metric calculations impact customer satisfaction? (Choose three)
- A. Average Speed of Answer
- B. Average Talk Time
- C. Abandonment Rate
- D. First Call Resolution Rate
- E. AverageAfter Call Work Time
Correct Answer: A,C,D 🗳️
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