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質問 1：
What should you use to define a Help Desk's role in an organization?
A. job descriptions
B. goals and objectives
C. development plans
D. vision and mission statement
正解：D
質問 2：
Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)
A. Mediocre service can cause a customer's gradually to want to do business somewhere else.
B. Mediocre service is generally acceptable if the customer likes you personally.
C. A positive interaction can initiate a customer's split-second decision to continue doing business with you.
D. A bad interaction can initiate a customer's split-second decision to continue doing business with you.
正解：A,C,D
質問 3：
An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?
A. the ability to execute a plan despite adverse conditions
B. the ability to identify unpopular decisions as still necessary
C. the ability to discourage one-person domination
D. the ability to encourage team participation
正解：B
質問 4：
Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Speed of Answer
B. First Call Resolution Rate
C. Average Talk Time
D. Abandonment Rate
E. AverageAfter Call Work Time
正解：A,B,D
質問 5：
What should analysts db to ensure that a shared work environment is effective?
A. Allow employees to adjust their workstations to meet their personal needs
B. play music to reduce stress levels
C. use discretion and courtesy
D. makes the environment as comfortable as possible with pictures and colors.
正解：C
What should you use to define a Help Desk's role in an organization?
A. job descriptions
B. goals and objectives
C. development plans
D. vision and mission statement
正解：D
質問 2：
Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)
A. Mediocre service can cause a customer's gradually to want to do business somewhere else.
B. Mediocre service is generally acceptable if the customer likes you personally.
C. A positive interaction can initiate a customer's split-second decision to continue doing business with you.
D. A bad interaction can initiate a customer's split-second decision to continue doing business with you.
正解：A,C,D
質問 3：
An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?
A. the ability to execute a plan despite adverse conditions
B. the ability to identify unpopular decisions as still necessary
C. the ability to discourage one-person domination
D. the ability to encourage team participation
正解：B
質問 4：
Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Speed of Answer
B. First Call Resolution Rate
C. Average Talk Time
D. Abandonment Rate
E. AverageAfter Call Work Time
正解：A,B,D
質問 5：
What should analysts db to ensure that a shared work environment is effective?
A. Allow employees to adjust their workstations to meet their personal needs
B. play music to reduce stress levels
C. use discretion and courtesy
D. makes the environment as comfortable as possible with pictures and colors.
正解：C
Abe -
HD0-300試験に出る80％の問題は問題集に出ました。高い的中率で本番の試験を模擬して、いい問題集です。