HD0-300無料問題集「HDI Help Desk Manager」

質問 1

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 discourage one-person domination

（B）the ability to encourage team participation

（C）the ability to identify unpopular decisions as still necessary

（D）the ability to execute a plan despite adverse conditions

正解：C 解答を投票する

質問 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）Gap analysis reports

（B）UPS usage reports

（C）call answer plans

（D）contingency plans

正解：D 解答を投票する

質問 3

How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

（A）be active in the implementation plan for new products

（B）meet regularly with focus groups and team members to evaluate past performances

（C）be prepared to add staff should a new service fail

（D）meet regularly with stakeholders to determine training gaps

正解：A 解答を投票する

質問 4

What system allows you to view Key Performance Indicators in real time?

（A）SETI

（B）PKI

（C）Computer Telephony Integration (CTI)

（D）CTE

正解：C 解答を投票する

質問 5

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）seek feedback from the analysts on job difficulties

（B）demonstrate your commitment to the organization

（C）take the time recruit and hire new employees

（D）produce individual and team performance reports

正解：A、B 解答を投票する

質問 6

To which three types of data do companies restrict access? (Choose three)

（A）payroll information

（B）personnel records

（C）network shares

（D）proprietary information

正解：A、B、D 解答を投票する

質問 7

What are three reasons that companies institute security programs? (Choose three)

（A）loss potential

（B）lower costs

（C）corporate responsibility

（D）legal mandate

正解：A、C、D 解答を投票する

質問 8

You are supporting someone from a different culture. How can you improve your communication? (Choose three)

（A）use proper/standard language expressions (eliminate slang)

（B）speak slowly and loudly

（C）pause to verify understanding

（D）encourage the person to ask for clarification

正解：A、C、D 解答を投票する

質問 9

What is a best practice for building trusting relationships with other support groups?

（A）Participate in quality assurance testing for new releases.

（B）Implement service level reporting.

（C）Market the support center's accomplishments.

（D）Honor commitments you have made.

正解：D 解答を投票する

質問 10

You are supporting someone from a different culture. How can you improve your communication? (Choose three)

（A）use proper/standard language expressions (eliminate slang)

（B）speak slowly and loudly

（C）pause to verify understanding

（D）encourage the person to ask for clarification

正解：A、C、D 解答を投票する

HD0-300 無料問題集「HDI Help Desk Manager」

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