ITExamDump 에서 출시한 제품 HDI인증HD0-300시험덤프는 고득점으로 시험을 통과한 많은 분들이 검증한 완벽한 시험공부자료입니다. IT업계에 몇십년간 종사한 전문가들의 경험과 노하우로 제작된HDI인증HD0-300덤프는 실제 시험문제에 대비하여 시험유형과 똑같은 유형의 문제가 포함되어있습니다.시험 불합격시 불합격성적표로 덤프비용환불신청을 약속드리기에 아무런 우려없이 덤프를 구매하여 공부하시면 됩니다.
요즘 같은 인재가 많아지는 사회에도 많은 업계에서는 아직도 관련인재가 부족하다고 합니다.it업계에서도 이러한 상황입니다.HDI HD0-300시험은 it인증을 받을 수 있는 좋은 시험입니다. 그리고ITExamDump는HDI HD0-300덤프를 제공하는 사이트입니다.
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시험 번호/코드: HD0-300
시험 이름: HDI (Help Desk Manager)
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Q&A: 176 문항
업데이트: 2013-10-23
HDI인증 HD0-300시험패스는 IT업계종사자들이 승진 혹은 연봉협상 혹은 이직 등 보든 면에서 날개를 가해준것과 같습니다.IT업계는 HDI인증 HD0-300시험을 패스한 전문가를 필요로 하고 있습니다. ITExamDump의HDI인증 HD0-300덤프로 시험을 패스하고 자격증을 취득하여 더욱더 큰 무대로 진출해보세요.
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NO.1 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C
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NO.2 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B
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NO.3 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C
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NO.4 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. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B
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NO.5 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. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D
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NO.6 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D
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NO.7 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D
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NO.8 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C
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NO.9 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D
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NO.10 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D
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NO.11 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D
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NO.12 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A
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NO.13 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D
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NO.14 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D
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NO.15 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E
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NO.16 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A
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NO.17 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 trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A
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NO.18 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C
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NO.19 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E
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NO.20 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B
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