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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) pause to verify understanding
B) use proper/standard language expressions (eliminate slang)
C) encourage the person to ask for clarification
D) speak slowly and loudly

2. 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) Authorize the team leader to conduct team building activities to strengthen team ties.
C) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
D) Centralize communication to ensure that all team members get accurate information

3. 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) HISTORICAL REQUIREMENTS
B) APPLICATION REQUIREMENTS
C) SCHEDULING REQUIREMENTS
D) STAFFING REQUIREMENTS

4. What is a best practice when taking action that will affect other departments or teams?

A) Hold discussions with other managers to identify the possible effects of your actions.
B) Give serious consideration to what people will think of you if your ideas do not work.
C) Implement your ideas as soon as you have decided on the best course of action.
D) Make a presentation to other teams letting them know what you have done.

5. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) be respectful
B) change your rate of speech
C) let the customer vent
D) change the tone in your voice
E) do not interrupt

Solutions: