HDI QQ0-401 HD0-400 HD0-300 examen pratique questions et réponses

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Code d'Examen: QQ0-401
Nom d'Examen: HDI (SDI-Service Desk Foundation Qualification)
Questions et réponses: 120 Q&As

Code d'Examen: HD0-400
Nom d'Examen: HDI (HDI Qualified Customer Support Specialist)
Questions et réponses: 120 Q&As

Code d'Examen: HD0-300
Nom d'Examen: HDI (Help Desk Manager)
Questions et réponses: 176 Q&As

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NO.1 When is it most appropriate to escalate an Incident to a manager?
A.Escalate an Incident if the customer begins to complain.
B.Escalate an Incident the customer is emotional.
C.Escalate an Incident if the customer asks to speak to a manager.
D.Escalate an Incident if the Service Desk is short of staff.
Answer:C

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NO.2 Which of the following best describes your sales and marketing role within the Service Desk?
A.Log the opportunity so that it can be followed up on at a later date.
B.Recognise opportunities to increase business and know what to do with them.
C.Refer any business opportunities to the marketing department.
D.Stop trying to resolve the problem and concentrate on increasing the business.
Answer:B

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NO.3 What is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C

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NO.4 Why is it important for you to demonstrate confidence when dealing with others?
A.Demonstrating confidence establishes credibility with customers.
B.Demonstrating confidence increases first contact resolution.
C.Demonstrating confidence maximises talk time.
D.Demonstrating confidence minimises conflicts with customers.
Answer:A

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NO.5 What is the best reason for using proper grammar and spelling when documenting Incidents?
A.Not using proper grammar and spelling is sloppy.
B.Not using proper grammar and spelling will anger the customer.
C.Using proper grammar and spelling is professional.
D.Using proper grammar and spelling will impress your supervisor.
Answer:C

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NO.6 What is a common metric used to measure Service Desk performance?
A.Abandon before answer (ABA)
B.Average time to respond (ATR)
C.Incident quality score (IQS)
D.Total faxes received (TFR)
Answer:A

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NO.7 Which action best illustrates responsible team behaviour?
A.Logging every call.
B.Reporting security violations.
C.Sharing knowledge.
D.Taking more than your share of calls.
Answer:C

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NO.8 What is a best practice for establishing effective relationships with your customers?
A.Ensure that your customer understands the SLA.
B.Provide technical language guidance.
C.Show your customer sympathy.
D.Understand your customer business.
Answer:D

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L'avènement de la certification HDI pratique d'examen HD0-300 questions et réponses

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Code d'Examen: HD0-300
Nom d'Examen: HDI (Help Desk Manager)
Questions et réponses: 176 Q&As

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NO.1 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C

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NO.2 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D

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NO.3 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A

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NO.4 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C

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NO.5 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C

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NO.6 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E

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NO.7 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B

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NO.8 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D

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NO.9 Your support organization has 20 frontline analysts. The Call Management System
produces performance reports that show the amount of time each analyst is on the
phone, performing wrap-up work, and not available. Reports also show the number
of calls taken and the average talk-time per agent.
Based on these reports, what should the manager do to improve the support
organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A

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NO.10 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D

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NO.11 A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B

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NO.12 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D

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NO.13 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Answer: B

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NO.14 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E

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NO.15 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A

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NO.16 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D

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NO.17 You want to be prepared for a potential decrease in workforce scheduling based on
a decrease in customer service requests. What are the three most likely reasons for a
reduction in call volume? (Choose three)
A. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D

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NO.18 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C

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NO.19 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D

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NO.20 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 encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D

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Code d'Examen: HD0-400
Nom d'Examen: HDI (HDI Qualified Customer Support Specialist)
Questions et réponses: 120 Q&As

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NO.1 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

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NO.2 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.3 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.4 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.5 When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer begins to complain.
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

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NO.6 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

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NO.7 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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NO.8 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

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NO.9 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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NO.10 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

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NO.11 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.12 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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NO.13 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

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NO.14 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.15 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

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NO.16 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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NO.17 Which of the following is most likely to be a barrier to communication?
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B

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NO.18 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.19 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.20 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

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Code d'Examen: HD0-100
Nom d'Examen: HDI (Help Desk Analyst (HDA) )
Questions et réponses: 116 Q&As

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NO.1 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

HDI   HD0-100   HD0-100

NO.2 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

HDI   HD0-100 examen   HD0-100 examen   HD0-100

NO.3 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

HDI examen   HD0-100   HD0-100 examen   HD0-100

NO.4 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

HDI examen   HD0-100   HD0-100

NO.5 A customer calls with a printing problem. You start the troubleshooting process by
asking some simple questions. The customer admits that this is his first time using a
computer.
Which three questions should be used to obtain necessary information to solve the
problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this server
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other
applications
D. Guide the customer through checking the printer connection and making sure the
power is turned on
Answer: A, B, D

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NO.6 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.7 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

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NO.8 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D

HDI   HD0-100   HD0-100   HD0-100 examen   HD0-100

NO.9 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.10 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

HDI   certification HD0-100   HD0-100   HD0-100

NO.11 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B

HDI examen   HD0-100   HD0-100 examen   HD0-100   HD0-100

NO.12 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

HDI   certification HD0-100   HD0-100   HD0-100   HD0-100

NO.13 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.14 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

HDI   HD0-100   HD0-100   HD0-100 examen   HD0-100   HD0-100

NO.15 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

HDI   HD0-100   HD0-100

NO.16 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services and personnel
Answer: B, D

certification HDI   HD0-100   HD0-100 examen

NO.17 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.18 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.19 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

HDI   HD0-100   HD0-100

NO.20 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

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Code d'Examen: QQ0-401
Nom d'Examen: HDI (SDI-Service Desk Foundation Qualification)
Questions et réponses: 120 Q&As

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NO.1 What type of question will best encourage a customer to talk more about their Incident?
A.Closed questions.
B.Open questions.
C.Technical questions.
D.Personal questions.
Answer:B

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NO.2 Which statement best characterises a friendly and supportive workplace?
A.Management encourages extensive overtime.
B.Team members help each other.
C.Team members work alone.
D.Team members work only their allotted hours.
Answer:B

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NO.3 What is a common metric used to measure Service Desk performance?
A.Abandon before answer (ABA)
B.Average time to respond (ATR)
C.Incident quality score (IQS)
D.Total faxes received (TFR)
Answer:A

HDI examen   QQ0-401   certification QQ0-401   QQ0-401

NO.4 What is the best description of an Incident?
A.An Incident is any call from a customer.
B.An Incident is a call routed by the ACD.
C.An Incident is a management statistic.
D.An Incident causes an interruption to normal service.
Answer:D

HDI examen   certification QQ0-401   QQ0-401   certification QQ0-401   QQ0-401

NO.5 Which of the following is most likely to be a barrier to communication?
A.The customer ability to use self-help systems.
B.The customer previous experience with the Service Desk.
C.The customer position in the business.
D.The level of support provided by the Service Desk.
Answer:B

HDI examen   QQ0-401   QQ0-401

NO.6 Which process is concerned with the capture, structure, and reuse of solutions?
A.Call management.
B.Incident management.
C.Knowledge management.
D.Problem management.
Answer:C

HDI   certification QQ0-401   certification QQ0-401   QQ0-401   QQ0-401   QQ0-401

NO.7 Which is a best practice for dealing with stress?
A.Answer fewer inquiries.
B.Confront the issues that are causing stress.
C.Stop customers from venting.
D.Take time off work.
Answer:B

certification HDI   certification QQ0-401   QQ0-401

NO.8 Which action best illustrates responsible team behaviour?
A.Logging every call.
B.Reporting security violations.
C.Sharing knowledge.
D.Taking more than your share of calls.
Answer:C

HDI examen   QQ0-401   QQ0-401   QQ0-401

NO.9 When is it most appropriate to escalate an Incident to a manager?
A.Escalate an Incident if the customer begins to complain.
B.Escalate an Incident the customer is emotional.
C.Escalate an Incident if the customer asks to speak to a manager.
D.Escalate an Incident if the Service Desk is short of staff.
Answer:C

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NO.10 What is a best practice for establishing effective relationships with your customers?
A.Ensure that your customer understands the SLA.
B.Provide technical language guidance.
C.Show your customer sympathy.
D.Understand your customer business.
Answer:D

HDI   QQ0-401   QQ0-401 examen   QQ0-401   certification QQ0-401

NO.11 Which metric is used to measure the average amount of time that a customer waits before a call is
answered?
A.Abandon before answer.
B.Availability.
C.Average speed to answer.
D.First contact resolution.
Answer:C

HDI   certification QQ0-401   QQ0-401   QQ0-401

NO.12 What is a best practice when writing e-mail?
A.Use animation to emphasise your point.
B.Use different colours to improve readability.
C.Use emoticons to convey empathy.
D.Use standard headers and footers for consistency.
Answer:D

HDI   certification QQ0-401   QQ0-401   QQ0-401   QQ0-401

NO.13 What is the most important benefit of being empathetic towards your customers?
A.Your customers will know that you feel sorry for them.
B.Your customers will know that you can fix their problem for them.
C.Your customers will know that you understand how they feel.
D.Your customers will want to talk to you whenever they call.
Answer:C

HDI examen   QQ0-401   QQ0-401 examen   certification QQ0-401

NO.14 Which of the following best describes your sales and marketing role within the Service Desk?
A.Log the opportunity so that it can be followed up on at a later date.
B.Recognise opportunities to increase business and know what to do with them.
C.Refer any business opportunities to the marketing department.
D.Stop trying to resolve the problem and concentrate on increasing the business.
Answer:B

HDI   QQ0-401   QQ0-401   QQ0-401 examen

NO.15 What is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C

HDI   QQ0-401   QQ0-401   QQ0-401 examen   QQ0-401

NO.16 What is the best reason for using proper grammar and spelling when documenting Incidents?
A.Not using proper grammar and spelling is sloppy.
B.Not using proper grammar and spelling will anger the customer.
C.Using proper grammar and spelling is professional.
D.Using proper grammar and spelling will impress your supervisor.
Answer:C

HDI   QQ0-401   QQ0-401 examen

NO.17 What is the most important reason for maintaining legal compliance in the Service Desk?
A.Maintaining legal compliance prevents other teams seeing what the Service Desk does.
B.Maintaining legal compliance protects the organisation assets.
C.Maintaining legal compliance protects you from blame.
D.Maintaining legal compliance protects your managers.
Answer:B

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NO.18 When made by a customer, which comment, is most likely to indicate that a conflict is developing?
A.I am tired of my computer always being down.
B.I don't understand what you mean.
C.I see what you are saying to me.
D.You need to slow down.
Answer:A

HDI   certification QQ0-401   QQ0-401   QQ0-401   QQ0-401 examen

NO.19 What is a best practice for helping an emotional caller?
A.Ask the customer to talk about their personal problems.
B.Help the customer focus on the Incident and resolution.
C.Maintain a professional approach according to the SLA.
D.Move the conversation carefully on to general issues within the company.
Answer:B

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NO.20 Why is it important for you to demonstrate confidence when dealing with others?
A.Demonstrating confidence establishes credibility with customers.
B.Demonstrating confidence increases first contact resolution.
C.Demonstrating confidence maximises talk time.
D.Demonstrating confidence minimises conflicts with customers.
Answer:A

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Code d'Examen: QQ0-401

Nom d'Examen: HDI (SDI-Service Desk Foundation Qualification)

Questions et réponses: 120 Q&As

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NO.1 What is a common metric used to measure Service Desk performance?
A.Abandon before answer (ABA)
B.Average time to respond (ATR)
C.Incident quality score (IQS)
D.Total faxes received (TFR)
Answer:A

certification HDI   certification QQ0-401   certification QQ0-401

NO.2 Why is it important for you to demonstrate confidence when dealing with others?
A.Demonstrating confidence establishes credibility with customers.
B.Demonstrating confidence increases first contact resolution.
C.Demonstrating confidence maximises talk time.
D.Demonstrating confidence minimises conflicts with customers.
Answer:A

HDI   QQ0-401   certification QQ0-401   QQ0-401

NO.3 What is the best reason for using proper grammar and spelling when documenting Incidents?
A.Not using proper grammar and spelling is sloppy.
B.Not using proper grammar and spelling will anger the customer.
C.Using proper grammar and spelling is professional.
D.Using proper grammar and spelling will impress your supervisor.
Answer:C

HDI   certification QQ0-401   QQ0-401 examen

NO.4 What type of question will best encourage a customer to talk more about their Incident?
A.Closed questions.
B.Open questions.
C.Technical questions.
D.Personal questions.
Answer:B

HDI   QQ0-401   QQ0-401   QQ0-401

NO.5 Which of the following is most likely to be a barrier to communication?
A.The customer ability to use self-help systems.
B.The customer previous experience with the Service Desk.
C.The customer position in the business.
D.The level of support provided by the Service Desk.
Answer:B

HDI   QQ0-401 examen   QQ0-401

NO.6 When made by a customer, which comment, is most likely to indicate that a conflict is developing?
A.I am tired of my computer always being down.
B.I don't understand what you mean.
C.I see what you are saying to me.
D.You need to slow down.
Answer:A

HDI examen   certification QQ0-401   certification QQ0-401   QQ0-401

NO.7 Which action best illustrates responsible team behaviour?
A.Logging every call.
B.Reporting security violations.
C.Sharing knowledge.
D.Taking more than your share of calls.
Answer:C

HDI   QQ0-401   QQ0-401

NO.8 What is the best description of an Incident?
A.An Incident is any call from a customer.
B.An Incident is a call routed by the ACD.
C.An Incident is a management statistic.
D.An Incident causes an interruption to normal service.
Answer:D

HDI   QQ0-401   QQ0-401   QQ0-401   certification QQ0-401

NO.9 Which metric is used to measure the average amount of time that a customer waits before a call is
answered?
A.Abandon before answer.
B.Availability.
C.Average speed to answer.
D.First contact resolution.
Answer:C

HDI examen   QQ0-401   QQ0-401   QQ0-401

NO.10 What is the most important benefit of being empathetic towards your customers?
A.Your customers will know that you feel sorry for them.
B.Your customers will know that you can fix their problem for them.
C.Your customers will know that you understand how they feel.
D.Your customers will want to talk to you whenever they call.
Answer:C

HDI   certification QQ0-401   QQ0-401 examen   QQ0-401 examen

NO.11 Which process is concerned with the capture, structure, and reuse of solutions?
A.Call management.
B.Incident management.
C.Knowledge management.
D.Problem management.
Answer:C

HDI   certification QQ0-401   QQ0-401   QQ0-401 examen

NO.12 Which is a best practice for dealing with stress?
A.Answer fewer inquiries.
B.Confront the issues that are causing stress.
C.Stop customers from venting.
D.Take time off work.
Answer:B

HDI   QQ0-401 examen   QQ0-401

NO.13 What is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C

HDI examen   certification QQ0-401   QQ0-401   QQ0-401 examen

NO.14 When is it most appropriate to escalate an Incident to a manager?
A.Escalate an Incident if the customer begins to complain.
B.Escalate an Incident the customer is emotional.
C.Escalate an Incident if the customer asks to speak to a manager.
D.Escalate an Incident if the Service Desk is short of staff.
Answer:C

HDI examen   QQ0-401   certification QQ0-401

NO.15 Which statement best characterises a friendly and supportive workplace?
A.Management encourages extensive overtime.
B.Team members help each other.
C.Team members work alone.
D.Team members work only their allotted hours.
Answer:B

HDI   QQ0-401   certification QQ0-401   certification QQ0-401   QQ0-401   QQ0-401

NO.16 What is a best practice for establishing effective relationships with your customers?
A.Ensure that your customer understands the SLA.
B.Provide technical language guidance.
C.Show your customer sympathy.
D.Understand your customer business.
Answer:D

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NO.17 What is the most important reason for maintaining legal compliance in the Service Desk?
A.Maintaining legal compliance prevents other teams seeing what the Service Desk does.
B.Maintaining legal compliance protects the organisation assets.
C.Maintaining legal compliance protects you from blame.
D.Maintaining legal compliance protects your managers.
Answer:B

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NO.18 What is a best practice for helping an emotional caller?
A.Ask the customer to talk about their personal problems.
B.Help the customer focus on the Incident and resolution.
C.Maintain a professional approach according to the SLA.
D.Move the conversation carefully on to general issues within the company.
Answer:B

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NO.19 What is a best practice when writing e-mail?
A.Use animation to emphasise your point.
B.Use different colours to improve readability.
C.Use emoticons to convey empathy.
D.Use standard headers and footers for consistency.
Answer:D

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NO.20 Which of the following best describes your sales and marketing role within the Service Desk?
A.Log the opportunity so that it can be followed up on at a later date.
B.Recognise opportunities to increase business and know what to do with them.
C.Refer any business opportunities to the marketing department.
D.Stop trying to resolve the problem and concentrate on increasing the business.
Answer:B

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Code d'Examen: HD0-400

Nom d'Examen: HDI (HDI Qualified Customer Support Specialist)

Questions et réponses: 120 Q&As

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NO.1 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

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NO.2 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.3 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.4 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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NO.5 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

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NO.6 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.7 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

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NO.8 Which of the following is most likely to be a barrier to communication?
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B

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NO.9 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.10 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

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NO.11 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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NO.12 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.13 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

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NO.14 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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NO.15 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.16 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.17 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

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NO.18 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

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NO.19 When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer begins to complain.
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

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NO.20 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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Code d'Examen: HD0-100

Nom d'Examen: HDI (Help Desk Analyst (HDA) )

Questions et réponses: 116 Q&As

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NO.1 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.2 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.3 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

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NO.4 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

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NO.5 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

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NO.6 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.7 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.8 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

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NO.9 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

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NO.10 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

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NO.11 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

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NO.12 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services and personnel
Answer: B, D

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NO.13 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

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NO.14 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

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NO.15 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

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NO.16 A customer calls with a printing problem. You start the troubleshooting process by
asking some simple questions. The customer admits that this is his first time using a
computer.
Which three questions should be used to obtain necessary information to solve the
problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this server
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other
applications
D. Guide the customer through checking the printer connection and making sure the
power is turned on
Answer: A, B, D

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NO.17 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.18 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

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NO.19 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D

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NO.20 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B

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