近年、IT領域で競争がますます激しくなります。IT認証は同業種の欠くことができないものになりました。あなたはキャリアで良い昇進のチャンスを持ちたいのなら、IT-Passports.comのHDIのQQ0-401 HD0-400 HD0-300 HD0-200試験トレーニング資料を利用してHDIの認証の証明書を取ることは良い方法です。現在、HDIのQQ0-401 HD0-400 HD0-300 HD0-200認定試験に受かりたいIT専門人員がたくさんいます。IT-Passports.comの試験トレーニング資料はHDIのQQ0-401 HD0-400 HD0-300 HD0-200認定試験の１００パーセントの合格率を保証します。
君はほかのサイトや書籍もブラウズ するがもしれませんが、弊社の関連の学習資料と比較してからIT-Passports.comの商品の範囲が広くてまたネット上でダウンロードを発見してしまいました。IT-Passports.comだけ全面と高品質の問題集があるのではIT-Passports.comの専門家チームが彼らの長年のIT知識と豊富な経験で研究してしました。そして、IT-Passports.comに多くの受験生の歓迎されます。
試験番号：QQ0-401問題集
試験科目：HDI 「SDI-Service Desk Foundation Qualification」
問題と解答：全120問
試験番号：HD0-400問題集
試験科目：HDI 「HDI Qualified Customer Support Specialist」
問題と解答：全120問
試験番号：HD0-300問題集
試験科目：HDI 「Help Desk Manager」
問題と解答：全176問
試験番号：HD0-200問題集
試験科目：HDI 「HDI Qualified Help Desk Senior Analyst」
問題と解答：全114問
IT-Passports.comが提供したHDIのQQ0-401 HD0-400 HD0-300 HD0-200トレーニング資料はシミュレーションの度合いがとても高いでから、実際の試験で資料での同じ問題に会うことができます。これは当社のITエリートの団体はすごい能力を持っていることが説明されました。現在、野心家としてのIT職員がたくさんいて、自分の構成ファイルは市場の需要と互換性があることを確保するために、人気があるIT認証試験を通じて自分の夢を実現します。そのようなものとして、HDIのQQ0-401 HD0-400 HD0-300 HD0-200試験はとても人気がある認定試験です。IT-Passports.comが提供したHDIのQQ0-401 HD0-400 HD0-300 HD0-200トレーニング資料を手にすると、夢への扉はあなたのために開きます。
IT-Passports.comはHDIのQQ0-401 HD0-400 HD0-300 HD0-200試験に関する完全な資料を唯一のサービスを提供するサイトでございます。IT-Passports.comが提供した問題集を利用してHDIのQQ0-401 HD0-400 HD0-300 HD0-200試験は全然問題にならなくて、高い点数で合格できます。HDI QQ0-401 HD0-400 HD0-300 HD0-200試験の合格のために、IT-Passports.comを選択してください。
購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.it-passports.com/HD0-300.html
NO.1 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A
HDI HD0-300 HD0-300 HD0-300参考書 HD0-300認定資格 HD0-300認定資格
NO.2 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E
HDI認定証 HD0-300 HD0-300認定証 HD0-300認定証 HD0-300
NO.3 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
Answer: D
HDI認定試験 HD0-300参考書 HD0-300認定証 HD0-300 HD0-300認証試験
NO.4 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E
HDI過去問 HD0-300認定証 HD0-300
NO.5 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C
HDI参考書 HD0-300認定証 HD0-300認証試験 HD0-300過去問
NO.6 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B
HDI問題集 HD0-300 HD0-300 HD0-300
NO.7 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A
HDI HD0-300認証試験 HD0-300 HD0-300
NO.8 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D
HDI認定試験 HD0-300 HD0-300 HD0-300
NO.9 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D
HDI参考書 HD0-300 HD0-300認証試験 HD0-300問題集 HD0-300
NO.10 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside 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.
Answer: A,B,D
HDI HD0-300 HD0-300問題集 HD0-300問題集
NO.11 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. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D
HDI認定資格 HD0-300問題集 HD0-300
NO.12 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C
HDI HD0-300認定資格 HD0-300参考書 HD0-300過去問 HD0-300
NO.13 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B
HDI認定試験 HD0-300 HD0-300 HD0-300認定証 HD0-300認証試験
NO.14 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D
HDI認証試験 HD0-300認定試験 HD0-300参考書 HD0-300 HD0-300 HD0-300
NO.15 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C
HDI HD0-300練習問題 HD0-300 HD0-300認証試験 HD0-300問題集
NO.16 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D
HDI HD0-300 HD0-300 HD0-300過去問
NO.17 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. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B
HDI HD0-300 HD0-300過去問 HD0-300
NO.18 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C
HDI認定試験 HD0-300 HD0-300認定試験 HD0-300問題集 HD0-300認定証
NO.19 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 :not available" time
Answer: A
HDI過去問 HD0-300 HD0-300認定試験
NO.20 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D
HDI HD0-300 HD0-300
没有评论:
发表评论