HDI Help Desk Manager 認定 HD0-300 試験問題:
1. 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) SCHEDULING REQUIREMENTS
B) STAFFING REQUIREMENTS
C) HISTORICAL REQUIREMENTS
D) APPLICATION REQUIREMENTS
2. Which two items should you consider before making Help Desk operational decisions? (Choose two)
A) employee opinion
B) implications to other business units.
C) personal preference
D) cost versus benefit
3. What is the best description of a briefing?
A) A briefing is a short meeting used to communicate status updates.
B) A briefing is a written update to senior management.
C) A briefing is a team meeting that is held regularly.
D) A briefing is a one-on-one meeting with an employee.
4. Which three metric calculations impact customer satisfaction? (Choose three)
A) Abandonment Rate
B) First Call Resolution Rate
C) AverageAfter Call Work Time
D) Average Talk Time
E) Average Speed of Answer
5. Contract staffing is best described by which statement?
A) Contract employees perform work that is not normally done by a full-time employee
B) Contract employees need more initial training than full-time employees.
C) Contract employees typically work for a clearly defined time frame
D) Contract employees work independently and are not considered part of an organizational unit.
質問と回答：
| 質問 # 1 正解： D | 質問 # 2 正解： B、D | 質問 # 3 正解： A | 質問 # 4 正解： A、B、E | 質問 # 5 正解： C |
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