HD0-300 Online Practice Questions and Answers

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

When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A. escalate the problem

B. direct all calls to voice mail

C. notify the customer community

D. provide updates on the resolution status

What are two ways to understand and value cultural difference ? (Choose two)

A. take a course in cross-cultural studies

B. take a course in business administration

C. study the business practices in relation to the mission statement

D. study the business practices of successful multinational business

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 "notavailable"time.

Customer satisfaction surveys provide feedback on (Choose two)

A. corporate directives

B. your Help Desk's performance

C. how well you are fulfilling your mission

D. how to create levels of service that are negotiated and standardized

What is the best way to manage multiple demands on your time?

A. Arrive at work an hour before your scheduled work hours.

B. Cancel meetings to save time.

C. Delegate tasks where possible.

D. Work through your lunch breaks.

What is the most important element of a successful support center with regard to the customer?

A. Contacting the customer on time

B. Satisfying the customer

C. Surveying the customer

D. Tracking customer interactions

What is the primary advantage of using self-help tools in a support center?

A. Self-help tools encourage more customers to call for support.

B. Self-help tools improve the rapport between customers and analysts.

C. Self-help tools keep customers dependent on the support center.

D. Self-help tools provide consistent responses to repetitive requests.

What is a best practice for staying current on trends and technologies in the support industry?

A. Find articles that describe the support industry.

B. Schedule a meeting with your chief information officer to ask

C. Seek the advice of people who are knowledgeable about the industry.

D. Subscribe to leading support industry publications.

What is the best description of a good leader?

A. A good leader demands performance from the team.

B. A good leader dictates to the team.

C. A good leader dominates the team.

D. A good leader inspires the team.