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HDI Help Desk Manager Sample Questions:

1. 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) Systemare more stable and mature.
B) Overall business/workforce is reduced.
C) Customers are better trained
D) Customers are more experienced
E) Business functions are outsourced

2. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) pause to verify understanding
B) use proper/standard language expressions (eliminate slang)
C) encourage the person to ask for clarification
D) speak slowly and loudly

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

A) to provide assistances to second-level analysts for more advanced troubleshooting
B) to provide a direct channel to vendor's marketing departments for new systems
C) to provide Help Desk analysts with answers to every customer question:
D) to narrow down the type of problem and suggest resolutions

4. How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

A) It automatically solves customer problems.
B) It eliminates the need for training Help Desk analysts.
C) It eliminates the need for monitoring call volume.
D) It automatically exchanges accurate and useful information.

5. Customer satisfaction surveys provide feedback on ____(Choose two)

A) how well you are fulfilling your mission
B) your Help Desk's performance
C) corporate directives
D) how to create levels of service that are negotiated and standardized

Solutions: