2014年4月18日星期五

HDIのHD0-300の試験問題集

JPexamの専門家チームが君の需要を満たすために自分の経験と知識を利用してHDIのHD0-300認定試験対策模擬テスト問題集が研究しました。模擬テスト問題集と真実の試験問題がよく似ています。一目でわかる最新の出題傾向でわかりやすい解説と充実の補充問題があります。

JPexamはIT認定試験を受験した多くの人々を助けました。また、受験生からいろいろな良い評価を得ています。JPexamのHD0-300問題集の合格率が100%に達することも数え切れない受験生に証明された事実です。もし試験の準備をするために大変を感じているとしたら、ぜひJPexamのHD0-300問題集を見逃さないでください。これは試験の準備をするために非常に効率的なツールですから。この問題集はあなたが少ない労力で最高の結果を取得することができます。

HDI HD0-300認証はIT業界にとても重要な地位があることがみんなが、たやすくその証本をとることはではありません。いまの市場にとてもよい問題集が探すことは難しいです。でも、JPexamにいつでも最新な問題を探すことができ、完璧な解説を楽に勉強することができます。

今の人材が多い社会中に多くの業界は人材不足でたとえばIT業界はかなり技術的な人材が不足で、HDIのHD0-300認定試験はIT技術の認証試験の1つで、JPexamはHDIのHD0-300認証試験に関するの特別な技術を持ってサイトでございます。

試験番号:HD0-300問題集
試験科目:Help Desk Manager
最近更新時間:2014-04-18
問題と解答:全176問
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NO.1 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A

HDI   HD0-300   HD0-300認定資格   HD0-300問題集

NO.2 You want to be prepared for a potential decrease in workforce scheduling based on
a decrease in customer service requests. What are the three most likely reasons for a
reduction in call volume? (Choose three)
A. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D

HDI認定資格   HD0-300   HD0-300   HD0-300

NO.3 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D

HDI   HD0-300認定試験   HD0-300認定証   HD0-300練習問題   HD0-300練習問題

NO.4 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E

HDI認定資格   HD0-300   HD0-300練習問題   HD0-300認証試験

NO.5 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D

HDI   HD0-300   HD0-300認定証

NO.6 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

HDI   HD0-300   HD0-300   HD0-300   HD0-300過去問

NO.7 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C

HDI過去問   HD0-300問題集   HD0-300認定試験   HD0-300

NO.8 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C

HDI過去問   HD0-300認定試験   HD0-300参考書   HD0-300   HD0-300認定証

NO.9 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

HDI認定資格   HD0-300認定証   HD0-300

NO.10 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B

HDI   HD0-300認定試験   HD0-300   HD0-300

NO.11 A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B

HDI過去問   HD0-300練習問題   HD0-300   HD0-300問題集

NO.12 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A

HDI   HD0-300認定証   HD0-300認定資格   HD0-300

NO.13 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D

HDI   HD0-300   HD0-300

NO.14 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D

HDI参考書   HD0-300   HD0-300

NO.15 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C

HDI認定資格   HD0-300認定試験   HD0-300問題集

NO.16 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D

HDI認定試験   HD0-300   HD0-300過去問   HD0-300   HD0-300

NO.17 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B

HDI   HD0-300認定資格   HD0-300認定証

NO.18 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E

HDI認定資格   HD0-300認定証   HD0-300

NO.19 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D

HDI認定資格   HD0-300   HD0-300   HD0-300   HD0-300過去問

NO.20 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 per agent.
Based on these reports, what should the manager do to improve the support
organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A

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