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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Tools in Service Management | - Service desk tools and automation
|
| Customer Experience Management | - Customer satisfaction and service quality
|
| Service Desk Operations Management | - Knowledge and Documentation Management
|
| Leadership and People Management | - Workforce management
|
HDI Help Desk Manager Sample Questions:
What are two benefits of external outsourcing compared to contract staffing? (Choose two)
- A. fewer management issues
- B. the ability to handle peak periods associated with new technology rollouts
- C. fewer employee benefit issues
- D. the ability to easily extend the hours of support
Correct Answer: A,D 🗳️
When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)
- A. notify the customer community
- B. direct all calls to voice mail
- C. escalate the problem
- D. provide updates on the resolution status
Correct Answer: A,D 🗳️
Which three metric calculations impact customer satisfaction? (Choose three)
- A. Abandonment Rate
- B. AverageAfter Call Work Time
- C. Average Talk Time
- D. First Call Resolution Rate
- E. Average Speed of Answer
Correct Answer: A,D,E 🗳️
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. Abandonment Rate
- B. First Call Resolution Rate
- C. Time in Queue
- D. Average Speed of Answer
Correct Answer: A 🗳️
Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)
- A. training materials
- B. products supported
- C. days and hours of service
- D. call flows
Correct Answer: B,C 🗳️
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