HDI Help Desk Manager 認定 HD0-300 試験問題:
1. Which three statements about contract staffing are true? (Choose three)
A) It provides the ability to manage periodic peaks in workloads
B) It can reduce the time it takes for agents to be effective on the phone.
C) It enhances teamwork
D) It allows the company to "try before they buy"
2. What is the best description of multitasking in a support center?
A) Multitasking is managing the support center without help from your team.
B) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
C) Multitasking is taking as many calls as possible with the fewest number of analysts.
D) Multitasking is dealing with incidents and problems simultaneously.
3. 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
4. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)
A) encourage others to be creative
B) encourage participation
C) encourage others to take initiative
D) encourage positive perspective within teams
5. Which statement best describes IT configuration management?
A) IT configuration management controls the support center's hardware.
B) IT configuration management is lifecycle management for IT equipment.
C) IT configuration management is a comprehensive IT library.
D) IT configuration management restricts the improper use of software.
質問と回答：
| 質問 # 1 正解： A、B、D | 質問 # 2 正解： B | 質問 # 3 正解： A、B、C | 質問 # 4 正解： A、B、C | 質問 # 5 正解： B |
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