HD0-300认证学习资料.pdf

HDI HD0-300 HD0-300 HDI Help Desk Manager Practice Test Version demo 3.0 HDI HD0-300: Practice Exam QUESTION NO: 1 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 QUESTION NO: 2 Who is ultimately responsible for an employees success or failure? A. the employee B. the employees mentor C. the employees manager D. the employees team leader Answer: A QUESTION NO: 3 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 QUESTION NO: 4 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 Pass Any Exam. Any Time. - 2 HDI HD0-300: Practice Exam per agent. Based on these reports, what should the manager do to improve the support organizations performance? A. publish trend reports for the group as a whole B. publish a list of agents ranked by who has the mo