HDI HD0-300 Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Thema 1: Betriebsmanagement des Service Desks | - Vorfalls- und Anforderungsmanagement
|
| Thema 2: Führungs- und Personalmanagement | - Teamführung und -aufsicht
|
| Thema 3: Technologie und Werkzeuge im Servicemanagement | - Service-Desk-Werkzeuge und Automatisierung
|
| Thema 4: Kundenerfahrungsmanagement | - Kundenzufriedenheit und Servicequalität
|
HDI Help Desk Manager HD0-300 Prüfungsfragen mit Lösungen
Frage #1
Which three statements about effective inter-departmental relationships are true? (Choose three)
- A. You treat people in your organization as if they were your customer
- B. Information is shared among departments within your organization
- C. Management responsibilities are shared.
- D. Other departments are supported even when they make a mistake
Antwort: A,B,D 🗳️
Frage #2
Which technology reduces Help Desk call volumes?
- A. e-mail
- B. voice mail
- C. telephone
- D. self-service
Antwort: D 🗳️
Frage #3
Which three metric calculations impact customer satisfaction? (Choose three)
- A. Average Speed of Answer
- B. AverageAfter Call Work Time
- C. Average Talk Time
- D. Abandonment Rate
- E. First Call Resolution Rate
Antwort: A,D,E 🗳️
Frage #4
What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)
- A. identify trends in service, and then develop resources to meet those trends
- B. concentrate on common goals during times of disagreement
- C. create a personal network of advisors with whom you can share problems and concerns.
- D. develop interests outside of work to provide a stress-free zone
Antwort: B,C,D 🗳️
Frage #5
Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)
- A. A bad interaction can initiate a customer's split-second decision to continue doing business with you.
- B. A positive interaction can initiate a customer's split-second decision to continue doing business with you.
- C. Mediocre service can cause a customer's gradually to want to do business somewhere else.
- D. Mediocre service is generally acceptable if the customer likes you personally.
Antwort: A,B,C 🗳️
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