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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What best describes the role of the support center in the change management process?

A) The support center tracks the impact that the change has on customers.
B) The support center archives change reports for the knowledge base.
C) The support center documents customer queries prior to the change.
D) The support center authorizes the change after assessing its impact.

2. What is the most commonly used technology in the support center?

A) Telephony
B) Self-help
C) E-mail
D) Remote control

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

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

4. What process includes performing root cause analysis?

A) Knowledge management
B) Problem management
C) Incident management
D) Time management

5. What should you use to define a Help Desk's role in an organization?

A) development plans
B) vision and mission statement
C) job descriptions
D) goals and objectives

Solutions: