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HDI HD0-400 HDI Qualified Customer Support Specialist Exam Practice Test

Demo: 18 questions
Total 120 questions

HDI Qualified Customer Support Specialist Questions and Answers

Question 1

What is the most likely benefit of incident monitoring in a Support Centre?

Options:

A.

Incident monitoring confirms the accuracy of change management.

B.

Incident monitoring identifies opportunities for improvement.

C.

Incident monitoring facilitates problem management.

D.

Incident monitoring authorises configuration management.

Question 2

What is the best reason for reporting all security compromises?

Options:

A.

Reporting security compromises aids in apprehending and prosecuting offenders.

B.

Reporting security compromises demonstrates that the security policy is working.

C.

Reporting security compromises helps prevent similar breaches in the future.

D.

Reporting security compromises facilitates the monitoring of security policies.

Question 3

Why is it important for you to manage calls?

Options:

A.

Managing calls improves Support Centre credibility.

B.

Managing calls increases the cost per call.

C.

Managing calls minimises use of technical terminology.

D.

Managing calls increases utilisation of the knowledge base.

Question 4

Which statement best describes a team?

Options:

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 an open, honest environment.

D.

A team is a group of strong personalities.

Question 5

What is the most important reason for maintaining legal compliance in the Support Centre?

Options:

A.

Maintaining legal compliance protects your managers.

B.

Maintaining legal compliance prevents other teams seeing what the Support Centre does.

C.

Maintaining legal compliance protects you from blame.

D.

Maintaining legal compliance protects the organisation assets.

Question 6

Which of the following best describes your sales and marketing role within the Support Centre?

Options:

A.

Refer any business opportunities to the marketing department.

B.

Stop trying to resolve the problem and concentrate on increasing the business.

C.

Recognise opportunities to increase business and know what to do with them.

D.

Log the opportunity so that it can be followed up on at a later date.

Question 7

Which action is most likely to give the customer a positive impression of the Support Centre?

Options:

A.

Support products that are contained in the service level agreement.

B.

Agree with customers, even if they are mistaken.

C.

Provide customers with an incident reference number.

D.

Keep customers informed of the steps being taken to resolve their problem.

Question 8

Which statement best describes the concept of teamwork?

Options:

A.

Teamwork involves competing with others to prove you are the best.

B.

Teamwork involves keeping ideas to yourself in case they do not work.

C.

Teamwork involves working separately to achieve personal goals.

D.

Teamwork involves having all team members participate.

Question 9

What is the best description of an operational level agreement?

Options:

A.

An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.

B.

An operational level agreement is an agreement between internal support teams and vendors.

C.

An operational level agreement is an agreement between first level support and other internal support teams.

D.

An operational level agreement is an agreement between IT and its customers.

Question 10

What is the best reason for documenting processes and procedures?

Options:

A.

Documenting processes and procedures enforces workplace culture.

B.

Documenting processes and procedures ensures consistent service.

C.

Documenting processes and procedures keeps you occupied during down time.

D.

Documenting processes and procedures prevents customers from asking for special treatment.

Question 11

What type of question will best encourage a customer to talk more about their incident?

Options:

A.

Closed questions.

B.

Technical questions.

C.

Open questions.

D.

Personal questions.

Question 12

What is a best practice to use to disengage from a customer?

Options:

A.

Tell the customer the office is closing and you will call them tomorrow.

B.

Transfer the call to your supervisor.

C.

Use closed questions.

D.

Tell the customer your queue is backing up.

Question 13

What is the best action to take when sharing a workspace?

Options:

A.

Refrain from loading personal software onto computer equipment.

B.

Shut down the computer equipment at the end of each shift.

C.

Keep a log of daily activities to share with next shift.

D.

Label all of your personal property.

Question 14

What is the best reason for reporting all security compromises?

Options:

A.

Reporting security compromises creates customer awareness.

B.

Reporting security compromises protects the company and the customer.

C.

Reporting security compromises gives security access to customers.

D.

Reporting security compromises increases confidence in the Support Centre.

Question 15

Which is a best practice for dealing with stress?

Options:

A.

Ignore the stress.

B.

Talk to someone about your concerns.

C.

Drink more water.

D.

Take short naps when you can.

Question 16

What is a best practice to use when placing a customer on hold?

Options:

A.

Document your actions in the incident record.

B.

Provide a valid reason for putting the customer on hold.

C.

Set a reminder so that you don forget the customer.

D.

Ensure that the hold music is working.

Question 17

What is a best practice when writing e-mail?

Options:

A.

Use standard headers and footers for consistency.

B.

Use emoticons to convey empathy.

C.

Use animation to emphasise your point.

D.

Use different colours to improve readability.

Question 18

What should you do if you are helping a customer who has difficulties in communicating because of language differences?

Options:

A.

Let the team know about this problem call.

B.

Transfer the call to a supervisor.

C.

Ask the customer to write their question down.

D.

Tell the customer to call back later.

Demo: 18 questions
Total 120 questions