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HDI HD0-300 Exam
HD0-300 HDI Help Desk Manager (Page 4 )

Updated On: 12-Feb-2026
Page 4 of 37
PDF with 176 Questions

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?

  1. call answer plans
  2. contingency plans
  3. UPS usage reports
  4. Gap analysis reports

Answer(s): B



Which three metric calculations impact customer satisfaction? (Choose three)

  1. Average Talk Time
  2. Abandonment Rate
  3. First Call Resolution Rate
  4. Averaged Speed of Answer
  5. Average After Call Work Time

Answer(s): B,C,D



Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

  1. use of visual status boards
  2. empowerment from management
  3. access to computer telephony technologies
  4. specific statement of performance expectations

Answer(s): B



Which two service parameters are normally addressed in a Service Level Agreement?
(Choose two)

  1. call flows
  2. training material
  3. products supported
  4. days and hours of service

Answer(s): C,D



Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

  1. customer
  2. stake holder
  3. service provider
  4. Help Desk manager
  5. Service-level managers

Answer(s): A,C






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