HD0-300 Online Practice Questions and Answers

You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A. Customers are better trained

B. Customers are more experienced

C. Business functions are outsourced

D. Systemare more stable and mature.

E. Overall business/workforce is reduced.

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 two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

A. Customers care how your Help Desk is doing

B. Help Desk performance can be measured against expectations

C. Customers are more likely to provide responses of futuresurvey's

D. The feedback may indicate whether or not you are meeting your mission

How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

A. It automatically solves customer problems.

B. It eliminates the need for monitoring call volume.

C. It eliminates the need for training Help Desk analysts.

D. It automatically exchanges accurate and useful information.

What are three ways to maintain a balanced and positive outlook when adapting to new situation, priorities, or demands? (choose three)

A. concentrate on common goals during times of disagreement

B. develop interests outlook of work to provide a stress-free zone.

C. Identify trends in service and then develop resources to meet those trends

D. Create a personal network of advisors with whom you can share problems and concerns

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.

Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A. Mediocre service is generally acceptable if the customer likes you personally.

B. Mediocre service can cause a customer's gradually to want to do business somewhere else.

C. A bad interaction can initiate a customer's split-second decision to continue doing business with you.

D. A positive interaction can initiate a customer's split-second decision to continue doing business with you.

What is deductive reasoning based on?

A. Internet research

B. Future trends prediction

C. Logical steps and analysis

D. a general consensus of opinion

What is the best description of a briefing?

A. A briefing is a one-on-one meeting with an employee.

B. A briefing is a short meeting used to communicate status updates.

C. A briefing is a team meeting that is held regularly.

D. A briefing is a written update to senior management.

What is a key principle of negotiation with customers?

A. Determine the customer's underlying need and seek a mutually beneficial solution.

B. Focus on the individual rather than on the resolution.

C. Seek a solution that aligns with support center policies and processes.

D. Stick to the facts and ignore the customer's emotions.