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qq0-200题库demo免费下载
Filed under HDIAug 3HDI认证qq0-200考试题库介绍
考试代号: qq0-200
问题数量:114 Q&As
更新时间: 2009-09-22
注册地点: Prometric/Pearson VUE
题库全称:hdi qualified help desk senior analyst(hdsa)免费qq0-200题库Demo赏析
Exam : HDI Worldwide QQ0-200
Title : Hdi qualified help desk senior analyst(hdsa)1. When communicating with a customer, it is best to avoid _____. (Choose two)
A. Apologies.
B. Empathising.
C. Use of slang.
D. Technical terms.
Answer: CD2. How can the help desk be of strategic benefit to the organisation? (Choose one)
A. It increases staff levels.
B. It is a useful source of information.
C. It ensures rigid adherence to operational policies.
D. It ensures that customers speak only to the help desk personnel.
Answer: B3. Which are two characteristics of active listeners? (Choose two)
A. They demonstrate sympathy.
B. They use the customer’s name.
C. They avoid using verbal attends.
D. They listen for, and recognise, emotion words.
Answer: BD4. What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks.
B. Completing one job before starting the next one.
C. Starting tasks and handing them to subordinates to complete.
D. Being capable of handling a variety of problems at the same time.
Answer: D5. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)
A. Ask the customer if there is someone else who speaks your language more fluently who could assist.
B. Ask the customer to email you instead.
C. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
D. Tell the customer you will send him a user manual.
Answer: A6. Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer.
B. They know the process for escalating a problem.
C. They restate/paraphrase to ensure understanding.
D. They understand that evidence and reasoning are critical.
Answer: AC7. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)
A. They have a new wardrobe of clothes.
B. They seem tense and often have white knuckles.
C. They bite their fingernails.
D. They have a pallid complexion.
E. They often seem short of breath.
Answer: BE8. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. It would be easier to resolve this call if you calm down.
B. I am sorry, but my manager is not available at the moment. May I get her to call you back?
C. I am sorry, but my supervisor does not handle these situations, I can assist you.
D. I appreciate your frustration with this; I have experienced this same problem many times.
Answer: B9. Which question should you ask to best assess a customer’s experience and knowledge level? (Choose 1)
A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that led to this situation?
D. Have you spoken with the systems administrator?
Answer: C10. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. What is the best action to take next? (Choose 1)
A. Close the call.
B. Develop a multi-functional team to address the situation.
C. Ask your team colleagues to concentrate on this problem with you.
D. Explain to the customer what will happen next.
Answer: D11. What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A. Active Networking.
B. Involvement in Project management.
C. Participation in company-wide events and initiatives.
D. Involvement in cross-functional teams.
Answer: ACD12. Why is it important to record and analyse customer complaints? (Choose 1)
A. To gain insight into customer perceptions.
B. To identify customers who are never satisfied.
C. To prove that other IT groups are meeting customer expectations.
D. To demonstrate that customers are not aware of service level agreements.
Answer: A13. Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus.
B. Reactive focus.
C. Proactive focus.
D. Information giving focus.
E. Integrated focus.
Answer: BCD14. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)
A. I have the information. I will get back to you as soon as possible.
B. Allow me to check this further, I will call you at 10:00 with an update.
C. Let me research this, I will call you back as soon as I have a resolution.
D. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
Answer: B15. Which two business needs must be considered when allocating priorities? (Choose two)
A. The impact on the business.
B. The customers status.
C. The customers location.
D. Service level agreement commitments.
Answer: AD16. What are the two most important points to remember in order to manage a call successfully? (Choose two)
A. Create a problem-solving work-flow.
B. Use the same terminology as the customer.
C. Clearly document the situation and the steps taken.
D. Give the customer something to do.
Answer: BC17. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)
A. Interactive Voice Response.
B. Web server.
C. Telephony system.
D. Call logging system.
Answer: CD18. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
C. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
Answer: A19. What are two purposes of an on-going (event) survey? (Choose two)
A. To evaluate overall satisfaction levels with products.
B. To measure the quality of a single interaction.
C. To assess satisfaction levels with all help desk services.
D. To trend levels of customer satisfaction between annual (periodic) surveys.
Answer: BD20. What are the two most important purposes of an annual survey? (Choose two)
A. To assess IT technical support.
B. To evaluate overall satisfaction levels.
C. To identify changes customers feel are valuable.
D. To measure changes in products and services from the previous year.
Answer: BC免费下载qq0-200题库Demo
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HDI qq0-200学习指南
HDI Worldwide认证 qq0-200考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 qq0-200学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试qq0-200考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 qq0-200是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
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qq0-100题库demo免费下载
Filed under HDIAug 3HDI认证qq0-100考试题库介绍
考试代号: qq0-100
问题数量:116 Q&As
更新时间: 2009-09-06
注册地点: Prometric/Pearson VUE
题库全称:hdi qualified help desk analyst(hda)免费qq0-100题库Demo赏析
Exam : HDI QQ0-100
Title : HDI Qualified Help Desk Analyst(hda)1. You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?
A. Find someone else who can understand the customer better
B. Tell the customer you are having difficulty understanding them
C. Ask the customer is there is someone else in their organisation for you to talk to
D. Inform the customer that you cannot understand them and there is nothing you can do to help them
Answer: B2. What is a key benefit of a knowledge-base system?
A. Increases call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintenance
Answer: B3. 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 printer
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: ACD4. Why are customer satisfaction surveys important?
A. They reveal what abandon rate is acceptable
B. They reveal how the help desk is perceived by the customer
C. They determine the percentage of first call resolution (FCR)
D. They determine what level of support the customer is receiving
Answer: B5. An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
A. The analyst has another analyst call the customer
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back to correct the information
D. The analyst calls the customer back and blames the incorrect information on bad documentation
Answer: C6. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
A. Improves quality and accuracy
B. Helps customers make better decisions
C. Results in customers calling less frequently
D. Keeps customers up-to-date on new applications
Answer: AB7. In which four circumstances is it appropriate to use open questions? (Choose three.)
A. When your time is limited
B. When you need to build rapport
C. When you need the customer to elaborate
D. When you have exhausted your possibilities
Answer: BCD8. What is the primary role of support service?
A. To track problems and bugs
B. To provide quality assistance
C. To provide technical resolutions
D. To provide the customer with a knowledge-base
Answer: B9. For which two reasons do help desk’s log all calls? (Choose two.)
A. Allows ticket monitoring
B. Measure frequency of calls
C. Prove the help desk is right
D. Provide an audit trail of activities
Answer: BD10. 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: AB11. What should you do to assess a customer level of knowledge? 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: A12. What is the number one goal of support services?
A. To give technical support to anyone who calls
B. To resolve all calls requiring technical support
C. To obtain information for any questions that are asked
D. To keep the customer performing at the highest level possible
Answer: D13. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer’s attention? (Choose two.)
A. Empathise with the customer
B. Tell the customer to "snap out of it"
C. Regularly use the customer’s first name
D. Raise your voice when asking questions
Answer: AC14. Which three approaches help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organisation, change the subject
B. Have a good attitude and never speak negatively about your organisation
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: BCD15. What are three reasons for providing consistent service? (Choose three.)
A. To guarantee professionalism
B. To instill confidence in your customer
C. To ensure a commitment to excellence
D. To ensure empathy to customer needs
Answer: ABC16. 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: BD17. Which two are effective techniques for dealing with stress? (Choose two.)
A. Take long breaks
B. Set realistic goals/objectives
C. Exercise and observe good nutrition practices
D. Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up
Answer: BC18. Which technique will best optimise talk time?
A. Analyst asks clarifying questions
B. Analyst uses business language
C. Customer should be prepared to actively listen
D. Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level
Answer: D19. Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)
A. High employee morale
B. Low employee turnover
C. High adherence to policies
D. Low superior-subordinate interaction
Answer: AB20. Which two are characteristics of a team player? (Choose two.)
A. Courtesy
B. Conformity
C. Participation
D. Independence
Answer: AC免费下载qq0-100题库Demo
Examsoon提供最新的HDI Worldwide认证 qq0-100题库，其全名为：(hdi qualified help desk analyst(hda)). 在您决定是否购买之前 可以先下载qq0-100题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费qq0-100模拟测试题的下载链接
HDI qq0-100学习指南
HDI Worldwide认证 qq0-100考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 qq0-100学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试qq0-100考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 qq0-100是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的qq0-100考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他qq0-100考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。
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qq0-400题库demo免费下载
Filed under HDIAug 3HDI认证qq0-400考试题库介绍
考试代号: qq0-400
问题数量:120 Q&As
更新时间: 2009-09-16
注册地点: Prometric/Pearson VUE
题库全称:hdi qualified customer supprot specialist(css)免费qq0-400题库Demo赏析
Exam : HDI Worldwide QQ0-400
Title : Hdi qualified customer supprot specialist(css)1. 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: C2. 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: A3. What is the best reason for providing status updates to your customers?
A. Providing status updates demonstrates sympathy for the customer.
B. Providing status updates ensures that you control the call.
C. Providing status updates is required by the SLA.
D. Providing status updates reduces the number of inbound calls.
Answer: D4. What is the best action to take when sharing a workspace?
A. Keep a log of daily activities to share with next shift.
B. Label all of your personal property.
C. Refrain from loading personal software onto computer equipment.
D. Shut down the computer equipment at the end of each shift.
Answer: C5. What is a best practice to use when placing a customer on hold?
A. Document your actions in the incident record.
B. Ensure that the hold music is working.
C. Provide a valid reason for putting the customer on hold.
D. Set a reminder so that you don forget the customer.
Answer: C6. What is the major difference between problem management and incident management?
A. Incident management and problem management are the same.
B. Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.
C. Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.
D. Incident management is used first, and problem management is used if incident management does not work.
Answer: B7. Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C8. What is the best description of process management?
A. Process management is accomplishing tasks that we can test, report, and improve upon.
B. Process management is a formal concept that we work with.
C. Process management is a set of rules that can never be bent or broken.
D. Process management is red tape that prevents creativity.
Answer: A9. Whicht is an example of data that must be protected by security policies?
A. Department addresses.
B. General telephone numbers.
C. Head office marketing handouts.
D. Personal information.
Answer: D10. What is a best practice to use to disengage from a customer?
A. Tell the customer the office is closing and you will call them tomorrow.
B. Tell the customer your queue is backing up.
C. Transfer the call to your supervisor.
D. Use closed questions.
Answer: D11. 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: C12. 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: C13. 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: D14. 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: B15. 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: B16. What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Support Centre standards.
B. Using a standard greeting ensures consistent service.
C. Using a standard greeting makes the customer feel humble.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B17. 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: B18. Which statement best illustrates the concept of providing consistent service?
A. Answer all calls within 15 seconds or 3 rings.
B. Escalate all calls within 10 minutes if no answer is available.
C. Give each customer an answer on first contact.
D. Provide all callers with the same quality of service.
Answer: D19. A customer 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: B20. Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B免费下载qq0-400题库Demo
Examsoon提供最新的HDI Worldwide认证 qq0-400题库，其全名为：(hdi qualified customer supprot specialist(css)). 在您决定是否购买之前 可以先下载qq0-400题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费qq0-400模拟测试题的下载链接
HDI qq0-400学习指南
HDI Worldwide认证 qq0-400考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 qq0-400学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试qq0-400考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 qq0-400是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的qq0-400考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他qq0-400考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。
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售后服务第一！我们相信要想在当今时代取得成功，必须为广大用户提供全套的周到细致的全程优质售后服务，只有客户满意了，才能发展。客户至上是Examsoon考题大师的一贯宗旨；
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qq0-300题库demo免费下载
Filed under HDIAug 3HDI认证qq0-300考试题库介绍
考试代号: qq0-300
问题数量:116 Q&As
更新时间: 2009-09-21
注册地点: Prometric/Pearson VUE
题库全称:hdi qulilfied help desk manager(hdm)免费qq0-300题库Demo赏析
Exam : HDI Worldwide QQ0-300
Title : Hdi qulilfied help desk manager(hdm)1. Which three statements about contract staffing are true? (Choose three.)
A. It enhances teamwork.
B. It allows the company to "try before they buy."
C. It provides the ability to manage periodic peaks in workloads.
D. It can reduce the time it takes for agents to be effective on the phone.
Answer: BCD2. 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: BCD3. Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)
A. focus groups
B. round-table meetings with employees
C. consistent and high-impact feedback to team members
D. interviews with key stakeholders, customers, and leaders
Answer: ABD4. Which management task ensures the highest levels of customer satisfaction?
A. performing reviews of customer survey responses
B. performing periodic reviews of satisfaction survey responses
C. evaluating customer responses against standards, and then making process changes
D. performing random telephone surveys with customers, and then recording the responses
Answer: C5. Contract staffing is best described by which statement?
A. Contract employees typically work for a clearly defined time frame.
B. Contract employees need more initial training than full-time employees.
C. Contract employees perform work that is not normally done by a full-time employee.
D. Contract employees work independently and are not considered part of an organizational unit.
Answer: A6. Which analysis report helps a manager determine the need for additional organizational skill development?
A. job analysis
B. gap analysis
C. project analysis
D. analyst analysis
Answer: B7. What destroys the reputation of the Help Desk and ruins the integrity of the company?
A. poor flexibility
B. poor confidentiality
C. poor business plans
D. poor problem resolution
Answer: B8. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two.)
A. e-mail
B. voice mail
C. white boards
D. instant messenger
E. overnight express mail
Answer: AB9. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be prepared to add staff should a new service fail
B. be active in the implementation plan for new products
C. meet regularly with stakeholders to determine training gaps
D. meet regularly with focus groups and team members to evaluate past performances
Answer: B10. Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties? (Choose two.)
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. service-level managers
Answer: AC11. When marketing a support center, what should be clearly communicated to stakeholders?
A. return on investment
B. staffing requirements
C. implementation timelines
D. infrastructure requirements
Answer: A12. Your Help Desk is 24×7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. gap analysis reports
Answer: B13. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three.)
A. promote information sharing and learning
B. put processes in place for encouraging creativity
C. put procedures in place for screening potential ideas
D. prevent open discussions of new technologies at work
E. require a formal plan before consideration of new ideas
Answer: ABC14. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _____.
A. be positive
B. be able to multitask
C. be willing to participate
D. use personal abilities and resources
Answer: B15. Which three statements about effective inter-departmental relationships are true? (Choose three.)
A. Management responsibilities are shared.
B. Other departments are supported even when they make a mistake.
C. You treat people in your organization as if they were your customer.
D. Information is shared among departments within your organization.
Answer: BCD16. 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. provide everyone on the Help Desk with similar training
D. ensure that customers are aware of Help Desk contributions
Answer: BC17. Who is the most effective advocate for raising awareness of a support center in a business?
A. team leaders
B. first-line supervisors
C. senior management
D. middle management
Answer: C18. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three.)
A. Mediocre service is generally acceptable if the customer likes you personally.
B. Mediocre service can cause a customer gradually to want to do business somewhere else.
C. A bad interaction can initiate a customer’s split-second decision never to do business with you again.
D. A positive interaction can initiate a customer’s split-second decision to continue doing business with you.
Answer: BCD19. What are two roles of expert systems in Help Desk applications? (Choose two.)
A. to narrow down the type of problem and suggest resolutions
B. to provide Help Desk analysts with answers to every customer question
C. to provide a direct channel to vendors’ marketing departments for new systems
D. to provide assistance to second-level analysts for more advanced troubleshooting
Answer: AD20. Customer satisfaction surveys provide feedback on _____. (Choose two.)
A. corporate directives
B. your Help Desk’s performance
C. how well you are fulfilling your mission
D. how to create levels of service that are negotiated and standardized
Answer: BC免费下载qq0-300题库Demo
Examsoon提供最新的HDI Worldwide认证 qq0-300题库，其全名为：(hdi qulilfied help desk manager(hdm)). 在您决定是否购买之前 可以先下载qq0-300题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费qq0-300模拟测试题的下载链接
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HDI Worldwide认证 qq0-300考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 qq0-300学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试qq0-300考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 qq0-300是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的qq0-300考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他qq0-300考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。
Examsoon考题大师qq0-300试题都是考试原题的完美组合，覆盖率95％以上，答案由多位专业资深讲师原版破解得出，正确率100％，只要您使用Examsoon的考试题库参加qq0-300考试，保证您一次轻松通过考试；
售后服务第一！我们相信要想在当今时代取得成功，必须为广大用户提供全套的周到细致的全程优质售后服务，只有客户满意了，才能发展。客户至上是Examsoon考题大师的一贯宗旨；
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QQ0-301题库demo免费下载
Filed under HDIAug 3HDI认证QQ0-301考试题库介绍
考试代号: QQ0-301
问题数量:198 Q&As
更新时间: 2009-09-04
注册地点: Prometric/Pearson VUE
题库全称:HDI Service Desk Manager (SDM)免费QQ0-301题库Demo赏析
Exam : HDI QQ0-301
Title : HDI Service Desk Manager (SDM)1. What is the best description of the mission statement for a Service Desk?
(Choose 1)
A.The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
B.The Service Desks mission statement documents future services to be provided.
C.The Service Desks mission statement explains how service levels will be met.
D.The Service Desks mission statement informs customers of strategies for improvement.
Answer: A2. Which is a framework or standard for service desk best practice?
(Choose 1)
A.Six sigma.
B.ITIL.
C.TQM.
D.COBIT.
E.ISO9002
Answer: B3. Where would you be most likely to find a values statement?
(Choose 1)
A.Marketing pamphlets.
B.Vision statement.
C.Mission statement.
D.ROI description.
Answer: C4. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)
A.Reading books on outsourcing in other regions.
B.Undertaking research on successful multinational.
C.Visiting other countries.
D.Watching foreign films.
E.Studying another language.
r> D.Self-healing tools remove the emotion from a support request.
Answer: BC5. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)
A.The key role of the Service Desk is to demonstrate its value to the organisation it serves.
B.The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
C.The key role of the Service Desk is to enforce service level agreements.
D.The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
E.The key role of the Service Desk is responsibility for the management of incidents.
Answer: AE6. You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)
A.Asking the questions required to enable you to complete a task.
B.Asking questions in a predefined sequence and format.
C.Asking the questions that you have been told to ask.
D.Asking customers to use email when requesting assistance.
Answer: B7. Which is considered to be a business best practice quality model?
(Choose 1)
A.HDI certification.
B.CMM.
C.COBIT.
D.Six Sigma.
Answer: D8. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)
A.Ask the customer to e-mail them later.
B.Ask the customer if a colleague at their site can help with the conversation.
C.Ask the customer to find a translation service and call you back.
D.Ask a colleague on the service desk to take the call instead of you.
Answer: BD9. What is the purpose of a vision statement?
(Choose 1)
A.To develop a strategy for business enhancements.
B.To inform customers about strategy outcomes and benefits.
C.To stretch peoples capabilities to the maximum.
D.To provide a longer term view of what the Service Desk wishes to become.
Answer: D10. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
A.SLAs will improve working relationships.
B.IT can always deliver what customers want.
C.IT will become more streamlined.
D.SLAs allow customers the opportunity to criticise IT.
E.IT can prioritise resources to address specific requirements.
Answer: AE11. What is the primary objective of customer satisfaction surveys?
(Choose 1)
A.Customer satisfaction surveys determine if the Service Desk is following the SLA.
B.Customer satisfaction surveys establish a basis for future pay rises.
C.Customer satisfaction surveys identify what customers feel is important.
D.Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
Answer: C12. How would you measure the success of Problem Management?
(Choose 2)
A.A reduced number of incidents at the Service Desk.
B.Reduced cost per call.
C.A reduced number of changes.
D.A reduction in the time taken to resolve known errors.
Answer: AD13. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)
A.Sometimes.
B.Always, where possible.
C.Always, without exception.
D.Only if the CIs are comprehensive.
Answer: B14. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
A.Budgeting calculations.
B.Unit costs calculations and analysis.
C.Return on investment calculations.
D.Stocks and Bonds calculations.
E.Staffing policies and procedures.
Answer: ABC15. Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)
A.Attending an executive seminar.
B.Delivering a presentation to your senior management.
C.Encouraging your staff to participate in intra-departmental projects.
D.Networking with people in other organisations.
E.Acquiring understanding of key business issues for your organization.
Answer: DE16. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
A.Key performance indicators.
B.The customers authority level.
C.The incidents impact on the business.
D.The support resources available.
Answer: C17. What is the best way to prepare your Support Team to manage international calls?
(Choose 1)
A.Ask management for funds to train all your analysts in the languages that will be required by the project.
B.Find ways to employ analysts that speak all the languages that will require support services.
C.Interview each analyst to determine whether your analysts want to take international calls.
D.Use industry best practice as a benchmark and study successful companies that provide similar services.
Answer: D18. What is the best description of self-healing tools?
(Choose 1)
A.Self-healing tools allow an analyst to control a customer desktop remotely.
B.Self-healing tools immediately dispatch an engineer when a customer makes a request.
C.Self-healing tools identify when a problem has occurred and automatically corrects it.
D.Self-healing tools remove the emotion from a support request.
Answer: C19. Which two of the following are key components of a marketing programme?
(Choose 2)
A.Identifying the key customers.
B.Defining the message and communicating to the relevant audience.
C.Targeting messages to all IT.
D.Communication to all stakeholders in a similar manner.
E.Planning and scheduling ongoing communication.
Answer: BE20. What is the best explanation of strategic planning?
(Choose 1)
A.Medium-term projects that are necessary to enable realisation of the long term projects.
B.Development of corporate strategies for promotion of services.
C.A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D.The detailed plan for achieving the objectives set by the strategic plan.
Answer: C免费下载QQ0-301题库Demo
Examsoon提供最新的HDI Worldwide认证 QQ0-301题库，其全名为：(HDI Service Desk Manager (SDM)). 在您决定是否购买之前 可以先下载QQ0-301题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费QQ0-301模拟测试题的下载链接
HDI QQ0-301学习指南
HDI Worldwide认证 QQ0-301考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 QQ0-301学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试QQ0-301考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 QQ0-301是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的QQ0-301考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他QQ0-301考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。
Examsoon考题大师QQ0-301试题都是考试原题的完美组合，覆盖率95％以上，答案由多位专业资深讲师原版破解得出，正确率100％，只要您使用Examsoon的考试题库参加QQ0-301考试，保证您一次轻松通过考试；
售后服务第一！我们相信要想在当今时代取得成功，必须为广大用户提供全套的周到细致的全程优质售后服务，只有客户满意了，才能发展。客户至上是Examsoon考题大师的一贯宗旨；
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QQ0-401题库demo免费下载
Filed under HDIAug 3HDI认证QQ0-401考试题库介绍
考试代号: QQ0-401
问题数量:120 Q&As
更新时间: 2009-09-24
注册地点: Prometric/Pearson VUE
题库全称:SDI-Service Desk Foundation Qualification免费QQ0-401题库Demo赏析
Exam : HDI Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification1. 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: C2. 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: B3. 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: B4. 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: A5. 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: B6. 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: B7. 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: C8. 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: C9. 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: B10. 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: C11. 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: B12. 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: A13. 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: C14. 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: D15. 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: C16. 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: C17. 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: D18. 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: B19. 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: A20. 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免费下载QQ0-401题库Demo
Examsoon提供最新的HDI Worldwide认证 QQ0-401题库，其全名为：(SDI-Service Desk Foundation Qualification). 在您决定是否购买之前 可以先下载QQ0-401题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费QQ0-401模拟测试题的下载链接
HDI QQ0-401学习指南
HDI Worldwide认证 QQ0-401考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 QQ0-401学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试QQ0-401考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 QQ0-401是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。
想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的QQ0-401考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他QQ0-401考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。
Examsoon考题大师QQ0-401试题都是考试原题的完美组合，覆盖率95％以上，答案由多位专业资深讲师原版破解得出，正确率100％，只要您使用Examsoon的考试题库参加QQ0-401考试，保证您一次轻松通过考试；
售后服务第一！我们相信要想在当今时代取得成功，必须为广大用户提供全套的周到细致的全程优质售后服务，只有客户满意了，才能发展。客户至上是Examsoon考题大师的一贯宗旨；
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