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HDI Help Desk Manager Sample Questions:

1. Which technology reduces Help Desk call volumes?

A) telephone
B) voice mail
C) e-mail
D) self-service

2. Which function is most likely to be performed by a self-healing tool?

A) Self-healing tools delete illegal software.
B) Self-healing tools run auto backups.
C) Self-healing tools update registry settings.
D) Self-healing tools shut down computer systems.

3. What is the primary advantage of using self-help tools in a support center?

A) Self-help tools improve the rapport between customers and analysts.
B) Self-help tools encourage more customers to call for support.
C) Self-help tools provide consistent responses to repetitive requests.
D) Self-help tools keep customers dependent on the support center.

4. Which two actions ensure consistent customer service? (Choose two)

A) acknowledge the benefit of the customer's idea
B) ascertain that priority and severity levels are congruent
C) ensure that customers are aware of Help Desk contributions
D) provide everyone on the Help Desk with similar training

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

A) to provide a direct channel to vendor's marketing departments for new systems
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 narrow the typepf problem and suggest resolutions

Solutions: