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Free HD0-300 Exam Braindumps (page: 3)

Page 2 of 45
PDF with 176 Questions

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?

  1. Time in Queue
  2. Abandonment Rate
  3. Average Speed of Answer
  4. First Call Resolution Rate

Answer(s): B



What should be addressed in a support center's marketing plan?

  1. the support center's budget requirements
  2. the support center's staffing requirements
  3. the support center's implementation timelines
  4. the support center's role in the corporate vision

Answer(s): D



Organizational development needs are determined by which three methods? (Choose three)

  1. project analysis
  2. position profiling
  3. skill gap analysis
  4. individual assessment

Answer(s): B,C,D



Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

  1. Automatic Call Distributor
  2. Interactive Voice Response
  3. Intra-monthly Monitoring System
  4. Extra-diem Reporting Application
  5. Customer Relationship Management

Answer(s): A,B,E






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