HD0-300 Online Practice Questions and Answers

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

What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A. require regular meetings with your employees

B. review historical successes and failure of the organization

C. create clear roles and responsibilities for all team members

D. participate in enterprise-wide initiatives and cross-functional teams

Which three statements about effective inter-departmental relationships are true? (Choose three)

A. Management responsibilities are shared.

B. Other departments are supported even when they make a mistake

C. You treat people in your organization as if they were your customer

D. Information is shared among departments within your organization

When marketing a support center, what should be clearly communicated to stakeholders?

A. RETURN ON INVESTMENT

B. STAFFING REQUIREMENTS

C. IMPLEMENTATION TIMELINES

D. INFRASTRUCTURE REQUIREMENTS

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?

A. call answer plans

B. contingency plans

C. UPS usage reports

D. Gap analysis reports

When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A. the quality of the data

B. the Abandonment Rate

C. the resolution of the problem

D. the Average Speed of Answer

What is the best way to get audience participation during a presentation?

A. Ask the audience

B. Distribute handouts to the audience.

C. Show the audience slides.

D. Tell the audience jokes.

What is a best practice for providing direction and focus under chaotic circumstances?

A. Advise staff that big changes are imminent.

B. Assure staff that everything is fine.

C. Empathize with your team members.

D. Offer unpaid leave to your staff.

What is the most important part of creating and delivering presentations?

A. Direct the presentation to the most important attendees.

B. Focus on the content and the message of the presentation.

C. Include microscopic details in your presentation materials.

D. Use cutting edge and visually impressive presentation media.

What is the primary role of the support center in most organizations?

A. The primary role of the support center is to be a strategic asset to the organization it serves.

B. The primary role of the support center is to ensure that metrics are maintained and distributed.

C. The primary role of the support center is to make sure that all service levels are met.

D. The primary role of the support center is to provide technical support services to executives.