HD0-300 Online Practice Questions and Answers

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software.

What requirements should you consider?

A. staffing requirements

B. historical requirements

C. application requirements

D. scheduling requirements

B. to provide Help Desk analysts with answers to every customer

C. to provide a direct channel to vendor's marketing departments for new systems

D. to provide assistances to second-level analysts for more advanced troubleshooting

How can you provide direction in times of confusion or ambiguity?

A. create a sense of trust in subordinates by not personally making decisions.

B. Centralize communication to ensure that all team members get accurate information

C. Authorize the team leader to conduct team building activities to strengthen team ties.

D. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.

What destroys the reputation of the Help Desk and ruins the integrity of the company?

A. poor flexibility

B. poor confidentiality

C. poor business plans

D. poor problem resolution

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

A. be prepared to add staff should a new service fail

B. be active in the implementation plan for new products

C. meet regularly with stakeholders to determine training gaps

D. meet regularly with focus groups and team members to evaluates past performances.

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

Who is primary responsible for creating a positive work environment?

A. everyone

B. managers

C. executive

D. Human Resources

Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A. Management believes that call volumes will remain at the current levels for the next several years.

B. Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

C. Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.

D. Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.

Which function is most likely to be performed by a self-healing tool?

A. Self-healing tools delete illegal software.

B. Self-healing tools run auto backups.

C. Self-healing tools shut down computer systems.

D. Self-healing tools update registry settings.

What statement best describes leadership in a support center?

A. A support center leader decides what needs to be accomplished.

B. A support center leader focuses on process rather than efficiency.

C. A support center leader is an ongoing champion of service excellence.

D. A support center leader sides with staff against customers.