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質問 1：
What is the most likely disadvantage of insourcing?
A. Insourcing creates problems when customers have to wait in a queue too long.
B. Insourcing renders the support center's knowledge base obsolete.
C. Insourcing increases the support center's workload without increasing staffing levels.
D. Insourcing causes tension among team members who are working on different projects.
正解：C
質問 2：
What is the best way to get audience participation during a presentation?
A. Tell the audience jokes.
B. Distribute handouts to the audience.
C. Ask the audience question:s.
D. Show the audience slides.
正解：C
質問 3：
An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)
A. encourage participation
B. encourage positive perspective within teams
C. encourage others to be creative
D. encourage others to take initiative
正解：A,C,D
質問 4：
Which analysis report helps a manager determine the need for additional organizational skill development?
A. job analysis
B. project analysis
C. gap analysis
D. analyst analysis
正解：C
質問 5：
What is the most common disadvantage of IT configuration management programs?
A. IT configuration management programs are prohibitively expensive.
B. IT configuration management programs have a low return on investment (ROI).
C. IT configuration management programs do not meet customers' needs.
D. IT configuration management programs are labor intensive.
正解：D
質問 6：
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 7：
What is the most important element of a successful support center with regard to the customer?
A. Satisfying the customer
B. Contacting the customer on time
C. Tracking customer interactions
D. Surveying the customer
正解：A
質問 8：
What are two roles of expert systems in Help Desk applications? (Choose two)
A. to provide assistance to second-level analysts for more advanced troubleshooting
B. to narrow the typepf problem and suggest resolutions
C. to provide a direct channel to vendor's marketing departments for new systems
D. to provide Help Desk analysts with answers to every customer question:
正解：A,B
What is the most likely disadvantage of insourcing?
A. Insourcing creates problems when customers have to wait in a queue too long.
B. Insourcing renders the support center's knowledge base obsolete.
C. Insourcing increases the support center's workload without increasing staffing levels.
D. Insourcing causes tension among team members who are working on different projects.
正解：C
質問 2：
What is the best way to get audience participation during a presentation?
A. Tell the audience jokes.
B. Distribute handouts to the audience.
C. Ask the audience question:s.
D. Show the audience slides.
正解：C
質問 3：
An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)
A. encourage participation
B. encourage positive perspective within teams
C. encourage others to be creative
D. encourage others to take initiative
正解：A,C,D
質問 4：
Which analysis report helps a manager determine the need for additional organizational skill development?
A. job analysis
B. project analysis
C. gap analysis
D. analyst analysis
正解：C
質問 5：
What is the most common disadvantage of IT configuration management programs?
A. IT configuration management programs are prohibitively expensive.
B. IT configuration management programs have a low return on investment (ROI).
C. IT configuration management programs do not meet customers' needs.
D. IT configuration management programs are labor intensive.
正解：D
質問 6：
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 7：
What is the most important element of a successful support center with regard to the customer?
A. Satisfying the customer
B. Contacting the customer on time
C. Tracking customer interactions
D. Surveying the customer
正解：A
質問 8：
What are two roles of expert systems in Help Desk applications? (Choose two)
A. to provide assistance to second-level analysts for more advanced troubleshooting
B. to narrow the typepf problem and suggest resolutions
C. to provide a direct channel to vendor's marketing departments for new systems
D. to provide Help Desk analysts with answers to every customer question:
正解：A,B
沼尻** -
HD0-300復習教材は私の多くの時間を節約しました。そして、HD0-300試験に合格しました。ありがとう！