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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. 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) Average Speed of Answer
B) Time in Queue
C) First Call Resolution Rate
D) Abandonment Rate

2. What is a best practice when taking action that will affect other departments or teams?

A) Implement your ideas as soon as you have decided on the best course of action.
B) Make a presentation to other teams letting them know what you have done.
C) Hold discussions with other managers to identify the possible effects of your actions.
D) Give serious consideration to what people will think of you if your ideas do not work.

3. To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

A) confidential
B) moral
C) substantial
D) integral

4. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) call flows
B) products supported
C) training materials
D) days and hours of service

5. What deductive reasoning based on?

A) Future trends predication
B) A general consensus of opinion
C) Logical steps and analysis
D) Internet research

Solutions: