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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Financial and Resource Management | - Business management
|
| Quality and Performance Management | - Continuous improvement
|
| Technology and Knowledge Management | - Support infrastructure
|
| Service Delivery Management | - Operational management
|
| People Management | - Team leadership
|
| Process Improvement | - Service optimization
|
HDI Help Desk Manager Sample Questions:
1. Which three metric calculations impact customer satisfaction? (Choose three)
A) Averaged Speed of Answer
B) First Call Resolution Rate
C) Abandonment Rate
D) AverageAfter Call Work Time
E) Average Talk Time
2. What is the best way to get audience participation during a presentation?
A) Show the audience slides.
B) Distribute handouts to the audience.
C) Ask the audience question:s.
D) Tell the audience jokes.
3. What should you consider when performing workforce scheduling and resource planning? (Choose three)
A) the random nature of call arrival patterns
B) how to project future workloads based on past request arrival patterns
C) the need to identify required staffing based on projected volume
D) insourcing and outsourcing procedures
4. 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) Business functions are outsourced
C) Overall business/workforce is reduced.
D) Customers are more experienced
E) Systemare more stable and mature.
5. Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?
A) takes chances and switches topics
B) changes perspectives often and is self sufficient
C) takes the initiative and is creative
D) handles stress andprioritize
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: C | Question # 3 Answer: A,B,C | Question # 4 Answer: A,D,E | Question # 5 Answer: D |
