HDI-HDI Help Desk Manager - HD0-300 Set 2

Benchmarking is a comparative study of the support center's performance against comparable organizations. ✘ Benchmarking is a marketing tool that increases the support center's visibility to its customers. ✘ Benchmarking is allowing your support staff to determine the method it will use to provide service. ✘ Benchmarking is determining whether the knowledge base is complete and filling in any gaps. ✔

Self-healing tools delete illegal software. ✘ Self-healing tools run auto backups. ✘ Self-healing tools shut down computer systems. ✘ Self-healing tools update registry settings. ✔

The support center archives change reports for the knowledge base. ✘ The support center authorizes the change after assessing its impact. ✘ The support center documents customer queries prior to the change. ✘ The support center tracks the impact that the change has on customers. ✔

The support center advises customers of how to best avoid problems. ✘ The support center documents incidents and problems as they occur. ✘ The support center fixes all reported problems as rapidly as possible. ✘ The support center keeps management informed of all reported problems. ✔

Arrive at work an hour before your scheduled work hours. ✘ Cancel meetings to save time. ✘ Delegate tasks where possible. ✘ Work through your lunch breaks. ✔

Ask the audience questions. ✘ Distribute handouts to the audience. ✘ Show the audience slides. ✘ Tell the audience jokes. ✔

Ensure that employees go on vacation at least twice annually. ✘ Involve employees in making decisions and seek their feedback. ✘ Organize regular social events paid for by the company. ✘ Pay employees more than market rates. ✔

Avoid measuring performances to save time. ✘ Dismiss poor performers from their positions. ✘ Reduce the number of calls that the support center takes. ✘ Run the support center like a business. ✔

Advise staff that big changes are imminent. ✘ Assure staff that everything is fine. ✘ Empathize with your team members. ✘ Offer unpaid leave to your staff. ✔

If the average speed to answer is high then the abandon rate is likely to be high. ✘ If the average speed to answer is high then the abandon rate is likely to be low. ✘ If the average speed to answer is low then the abandon rate is likely to be high. ✘ The average speed to answer has no effect on the abandon rate. ✔