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HDI QQ0-300 Exam Questions
QQ0-300 HDI: Help Desk Manager (Page 4 )

Updated On: 21-Feb-2026
Page 4 of 21
PDF with 116 Questions

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?

  1. recognize and reward the individual who handles the most calls
  2. publish a list of agents ranked by who has the most talk time
  3. recognize and reward the individual who has the least "not available" time
  4. publish trend reports for the group as a whole

Answer(s): D



Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

  1. consistent and high-impact feedback to team members
  2. interviews with key stakeholders, customers, and leaders
  3. focus groups
  4. round-table meetings with employees

Answer(s): B,C,D



Which three should be included in the professional development plans for your staff? (Choose three.)

  1. an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
  2. a list of classes available in your corporate training center
  3. an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
  4. a list of training programs that the staff member should take in the months ahead

Answer(s): A,C,D



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. First Call Resolution Rate
  3. Average Speed of Answer
  4. Abandonment Rate

Answer(s): D



What are two roles of expert systems in Help Desk applications? (Choose two.)

  1. to provide a direct channel to vendors' marketing departments for new systems
  2. to provide Help Desk analysts with answers to every customer question
  3. to narrow down the type of problem and suggest resolutions
  4. to provide assistance to second-level analysts for more advanced troubleshooting

Answer(s): C,D






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