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HDI Help Desk Manager Sample Questions:

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

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

2. What is the best description of a briefing?

A) A briefing is a written update to senior management.
B) A briefing is a short meeting used to communicate status updates.
C) A briefing is a one-on-one meeting with an employee.
D) A briefing is a team meeting that is held regularly.

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

A) AverageAfter Call Work Time
B) Average Talk Time
C) Averaged Speed of Answer
D) Abandonment Rate
E) First Call Resolution Rate

4. What should the Help Desk consider when working with different customers?

A) Customers who work for the same company have similar expectations
B) All customers consider their problem to be an emergency
C) All customers are unique individuals with their own perceptions
D) All customers have similar expectations regarding quality service

5. What is the best description of the support center's role in the problem management process?

A) The support center keeps management informed of all reported problems.
B) The support center fixes all reported problems as rapidly as possible.
C) The support center documents incidents and problems as they occur.
D) The support center advises customers of how to best avoid problems.

Solutions: