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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system promotes competition among support teams.
B) Implementing a knowledge management system keeps ownership of knowledge in the support center.
C) Implementing a knowledge management system reduces the time needed to train new employees.
D) Implementing a knowledge management system allows the support center to cut back on its hours of operation.

2. What is the most important part of creating and delivering presentations?

A) Direct the presentation to the most important attendees.
B) Focus on the content and the message of the presentation.
C) Include microscopic details in your presentation materials.
D) Use cutting edge and visually impressive presentation media.

3. What should be addressed in a support center's marketing plan?

A) the support center's implementation timelines
B) the support center's role in the corporate vision
C) the support center's budget requirements
D) the support center's staffing requirements

4. Which management task ensures the highest levels of customer satisfaction?

A) performing reviews of customer survey responses.
B) Performing periodic reviews of satisfaction survey response
C) Evaluating customer responses against standards, and then making process changes.
D) Performing random telephone survey withcustomer's and then recording the responses.

5. What should be clearly communicated to stakeholders when marketing a support center?

A) the support center's implementation timelines
B) the support center's infrastructure requirements
C) the support center's staffing requirements
D) the support center's effect on operational productivity

Solutions: