최신HDI Help Desk Manager - HD0-300무료샘플문제

A. manager surveys

B. manager complaints

C. analyst reviews

D. analyst complaints

E. customer complaints

F. customer surveys

A. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

B. Implementing a knowledge management system helps build rapport among teams in the support center.

C. Implementing a knowledge management system increases the customer's dependence upon support services.

D. Implementing a knowledge management system supports computer-telephony integration.

A. the support archives change report for the knowledge base

B. The support center authorizes the change after assessing its impact.

C. The support center tracks theimpactthe change has on customers.

D. The support center documents customer queries to change

A. compare the job skills for the employee's current position to the skills required for the next job level.

B. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

C. list the skills of each employee and compare them to each other

D. identify employee skills

A. the ability to easily extend the hours of support

B. the ability to handle peak periods associated with new technology rollouts

C. fewer management issues

D. fewer employee benefit issues

A. Abandonment Rate

B. Time in Queue

C. First Call Resolution Rate

D. Average Speed Answer

A. Overall business/workforce is reduced.

B. Systemare more stable and mature.

C. Customers are better trained

D. Business functions are outsourced

E. Customers are more experienced

A. acknowledge the benefit of the customer's idea

B. provide everyone on the Help Desk with similar training

C. ascertain that priority and severity levels are congruent

D. ensure that customers are aware of Help Desk contributions

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

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 call volumes will remain at the current levels for the next several years.

A. days and hours of service

B. call flows

C. training material

D. products supported

A. reward actions that support the team's vision and business goals

B. publicly post individual performance rankings

C. highlight both individual and team contributions at staff or team meetings.

D. link rewards to specific behaviors in a timely fashion

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

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

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

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

A. The location of the support center

B. The return on investment (ROI)

C. The cost of downtime to the business

D. The price of implementing the plan