Pass4Test offre une formation sur HDI HD0-400 QQ0-401 HD0-100 matériaux examen

Avec l'aide du Pass4Test, vous allez passer le test de Certification HDI HD0-400 plus facilement. Tout d'abord, vous pouvez choisir un outil de traîner de HDI HD0-400, et télécharger les Q&A. Bien que il y en a beaucoup de Q&A pour les tests de Certification IT, les nôtres peuvent vous donner non seulement plus de chances à s'exercer avant le test réel, mais encore vous feront plus confiant à réussir le test. La haute précision des réponses, la grande couverture des documentations, la mise à jour constamment vous assurent à réussir votre test. Vous dépensez moins de temps à préparer le test, mais vous allez obtenir votre certificat plus tôt.

Pass4Test vous promet de vous aider à passer le test HDI QQ0-401, vous pouvez télécharger maintenant les Q&As partielles de test HDI QQ0-401 en ligne. Il y a encore la mise à jour gratuite pendant un an pour vous. Si vous malheureusement rater le test, votre argent sera 100% rendu.

Pass4Test est un site professionnel qui répondre les demandes de beaucoup clients. Les candidats qui ont déjà passer leurs premiers test Certification IT ont devenus les suivis de Pass4Test. Grâce à la bonne qualité des documentations, Pass4Test peut aider tous candidats à réussir le test HDI HD0-100.

Pass4Test est un seul site web qui peut offrir toutes les documentations de test HDI HD0-400. Ce ne sera pas un problème à réussir le test HDI HD0-400 si vous préparez le test avec notre guide d'étude.

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

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

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

Vous aurez le service de la mise à jour gratuite pendant un an une fois que vous achetez le produit de Pass4Test. Vous pouvez recevoir les notes immédiatement à propos de aucun changement dans le test ou la nouvelle Q&A sortie. Pass4Test permet tous les clients à réussir le test HDI HD0-400 à la première fois.

Le Certificat de HDI HD0-400 peut vous aider à monter un autre degré de votre carrière, même que votre niveau de vie sera amélioré. Avoir un Certificat HDI HD0-400, c'est-à-dire avoir une grande fortune. Le Certificat HDI HD0-400 peut bien tester des connaissances professionnelles IT. La Q&A HDI HD0-400 plus nouvelle vient de sortir qui peut vous aider à faciilter le cours de test préparation. Notre Q&A comprend les meilleurs exercices, test simulation et les réponses.

QQ0-401 Démo gratuit à télécharger: http://www.pass4test.fr/QQ0-401.html

NO.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:C

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

NO.2 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   certification QQ0-401   certification QQ0-401   QQ0-401 examen

NO.3 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   QQ0-401 examen   certification QQ0-401

NO.4 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   certification QQ0-401   certification QQ0-401   QQ0-401 examen

NO.5 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 examen   QQ0-401   QQ0-401   QQ0-401 examen

NO.6 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

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

NO.7 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

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

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

HDI examen   certification QQ0-401   QQ0-401 examen

Le plus récent matériel de formation examen HDI HD0-300 de certification

Aujoud'hui, dans cette indutrie IT de plus en plus concurrentiel, le Certificat de HDI HD0-300 peut bien prouver que vous avez une bonne concurrence et une space professionnelle plus grande à atteindre. Dans le site Pass4Test, vous pouvez trouver un outil de se former très pratique. Nos IT experts vous offrent les Q&As précises et détaillées pour faciliter votre cours de préparer le test HDI HD0-300 qui vous amenera le succès du test HDI HD0-300, au lieu de traivailler avec peine et sans résultat.

Pass4Test peut offrir la facilité aux candidats qui préparent le test HDI HD0-300. Nombreux de candidats choisissent le Pass4Test à préparer le test et réussir finalement à la première fois. Les experts de Pass4Test sont expérimentés et spécialistes. Ils profitent leurs expériences riches et connaissances professionnelles à rechercher la Q&A HDI HD0-300 selon le résumé de test réel HDI HD0-300. Vous pouvez réussir le test à la première fois sans aucune doute.

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

C'est sûr que le Certificat HDI HD0-300 puisse améliorer le lendemain de votre carrière. Parce que si vous pouvez passer le test HDI HD0-300, c'est une meilleure preuve de vos connaissances professionnelles et de votre bonne capacité à être qualifié d'un bon boulot. Le Certificat HDI HD0-300 peut bien tester la professionnalité de IT.

Le test HDI HD0-300 est bien populaire dans l'Industrie IT. Donc il y a de plus en plus de gens à participer le test HDI HD0-300. En fait, c'est pas facile à passer le test si on n'a pas une formation particulière. Pass4Test peut vous aider à économiser le temps et les efforts à réussir le test Certification.

Pass4Test peut vous fournir un raccourci à passer le test HDI HD0-300: moins de temps et efforts dépensés. Vous trouverez les bonnes documentations de se former dans le site Pass4Test qui peut vous aider efficacement à réussir le test HDI HD0-300. Si vous voyez les documentations dans les autres sites, c'est pas difficile à trouver qu''elles sont venues de Pass4Test, parce que lesquelles dans Pass4Test sont le plus complété et la mise à jour plus vite.

HD0-300 Démo gratuit à télécharger: http://www.pass4test.fr/HD0-300.html

NO.1 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

HDI   HD0-300   HD0-300   HD0-300   HD0-300   HD0-300

NO.2 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

HDI examen   HD0-300   certification HD0-300   certification HD0-300   HD0-300   HD0-300

NO.3 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

HDI   certification HD0-300   HD0-300   HD0-300 examen

NO.4 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

HDI examen   HD0-300   certification HD0-300   HD0-300 examen   HD0-300

NO.5 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

HDI   HD0-300   HD0-300   certification HD0-300   HD0-300

NO.6 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

HDI   certification HD0-300   certification HD0-300   HD0-300   HD0-300 examen

NO.7 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

HDI   HD0-300   certification HD0-300   HD0-300

NO.8 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

HDI   HD0-300 examen   HD0-300 examen   HD0-300

NO.9 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

HDI   HD0-300   certification HD0-300   HD0-300   HD0-300 examen

NO.10 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

certification HDI   certification HD0-300   HD0-300   HD0-300 examen

NO.11 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

HDI   certification HD0-300   HD0-300 examen   certification HD0-300

NO.12 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

HDI   HD0-300   HD0-300

NO.13 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

certification HDI   HD0-300   certification HD0-300

NO.14 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

HDI   HD0-300   certification HD0-300   HD0-300   HD0-300 examen

NO.15 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

HDI   HD0-300   HD0-300   certification HD0-300   certification HD0-300

NO.16 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

HDI examen   HD0-300   HD0-300   HD0-300

NO.17 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

HDI   certification HD0-300   certification HD0-300   HD0-300   certification HD0-300   HD0-300

NO.18 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

HDI   certification HD0-300   HD0-300 examen   HD0-300   HD0-300 examen

NO.19 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

HDI examen   certification HD0-300   certification HD0-300   HD0-300 examen   HD0-300

NO.20 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

HDI   HD0-300 examen   HD0-300

Votre vie changera beaucoup après d'obtenir le Certificat de HDI HD0-300. Tout va améliorer, la vie, le boulot, etc. Après tout, HDI HD0-300 est un test très important dans la série de test Certification HDI. Mais c'est pas facile à réussir le test HDI HD0-300.

Guide de formation plus récente de HDI QQ0-401

Les spécialistes d'expérience de Pass4Test ont fait une formation ciblée au test HDI QQ0-401. Cet outil de formation est convenable pour les candidats de test HDI QQ0-401. Pass4Test n'offre que les produits de qualité. Vous aurez une meilleure préparation à passer le test avec l'aide de Pass4Test.

Dans cette société de l'information technologies, c'est bien populaire que l'on prenne la formation en Internet, Pass4Test est l'un des sites d'offrir la formation particulère pour le test HDI QQ0-401. Pass4Test a une expérience riche pour répondre les demandes des candidats.

Le test HDI QQ0-401 est populaire dans l'Industrie IT. Il y a beaucoup de professionnels IT veulent ce passport de IT. Votre vie et salaire sera améliorée avec ce Certificat. Vous aurez une meilleure assurance.

But que Pass4Test n'offre que les produits de qualité est pour vous aider à réussir le test HDI QQ0-401 100%. Le test simulation offert par Pass4Test est bien proche de test réel. Si vous ne pouvez pas passer le test HDI QQ0-401, votre argent sera tout rendu.

Le test simulation HDI QQ0-401 sorti par les experts de Pass4Test est bien proche du test réel. Nous sommes confiant sur notre produit qui vous permet à réussir le test HDI QQ0-401 à la première fois. Si vous ne passe pas le test, votre argent sera tout rendu.

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

QQ0-401 Démo gratuit à télécharger: http://www.pass4test.fr/QQ0-401.html

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

HDI   certification QQ0-401   QQ0-401   QQ0-401

NO.2 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

certification HDI   QQ0-401 examen   QQ0-401 examen

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

HDI   QQ0-401   QQ0-401

NO.4 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 examen   QQ0-401 examen   QQ0-401   QQ0-401 examen

NO.5 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

NO.6 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   QQ0-401 examen   QQ0-401 examen   QQ0-401 examen

NO.7 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

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

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

NO.9 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   QQ0-401   QQ0-401   QQ0-401   certification QQ0-401

NO.10 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   certification QQ0-401   QQ0-401   certification QQ0-401

NO.11 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   certification QQ0-401   QQ0-401 examen   QQ0-401 examen

NO.12 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   certification QQ0-401   QQ0-401 examen

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

NO.15 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   QQ0-401 examen

NO.16 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   QQ0-401 examen   QQ0-401

NO.17 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   certification QQ0-401   QQ0-401

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   QQ0-401 examen   certification QQ0-401   QQ0-401

NO.19 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

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

NO.20 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

HDI   QQ0-401   QQ0-401

Aujoud'hui, c'est une société de l'informatique. Beaucoup d'organisations peut provider l'outil de se former pour le test Certification HDI QQ0-401. Mais on doit admettre que ces site n'ont pas la capacité à offrir une bonne Q&A, elles sont généralement très vagues et sans les points. C'est loin d'attirer les attentions des candidats.

Guide de formation plus récente de HDI HD0-200

Vous aurez le service de la mise à jour gratuite pendant un an une fois que vous achetez le produit de Pass4Test. Vous pouvez recevoir les notes immédiatement à propos de aucun changement dans le test ou la nouvelle Q&A sortie. Pass4Test permet tous les clients à réussir le test HDI HD0-200 à la première fois.

Choisir le Pass4Test vous permet non seulement à réussir le test HDI HD0-200, mais encore à enjouir le service en ligne 24h et la mise à jour gratuite pendant un an. Nous allons lancer au premier temps la Q&A HDI HD0-200 plus nouvelle. Si vous ne passez pas le test, votre argent sera tout rendu.

Code d'Examen: HD0-200
Nom d'Examen: HDI (HDI Qualified Help Desk Senior Analyst)
Questions et réponses: 114 Q&As

Au 21er siècle, il manque encore grand nombreux de gens qualifié de IT. Le test Certificat IT est une bonne façon à examiner les hommes de talent. Ce n'est pas un test facile à réussir. Un bon choix de formation est une assurance pour le succès de test. Le test simulation est bien proche que test réel. Vous pouvez réussir 100%, bien que ce soit la première à participer le test.

Selon les feedbacks offerts par les candidats, c'est facile à réussir le test HDI HD0-200 avec l'aide de la Q&A de Pass4Test qui est recherché particulièrement pour le test Certification HDI HD0-200. C'est une bonne preuve que notre produit est bien effective. Le produit de Pass4Test peut vous aider à renforcer les connaissances demandées par le test HDI HD0-200, vous aurez une meilleure préparation avec l'aide de Pass4Test.

Choisissez le Pass4Test, choisissez le succès de test HDI HD0-200. Bonne chance à vous.

HD0-200 Démo gratuit à télécharger: http://www.pass4test.fr/HD0-200.html

NO.1 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 handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D

HDI   HD0-200 examen   HD0-200   certification HD0-200

NO.2 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: A, C

HDI examen   certification HD0-200   HD0-200   HD0-200   HD0-200

NO.3 Which two business needs must be considered when allocating priorities?(Chooose two)
A. The impact on the business
B. The customers status
C. The customers location
D. Service level agreement commitments
Answer: A, D

certification HDI   HD0-200   HD0-200   HD0-200 examen

NO.4 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: B, C.

NO.5 What are the three best methods for building rapport among departments within
thesupport 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: A, C, D.

NO.6 A help desk analyst is on the phone with Certkiller .com 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 with this them
Answer: B

HDI   certification HD0-200   HD0-200   HD0-200

NO.7 You are a help desk analyst and you are having difficulty understanding 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: A

certification HDI   HD0-200   HD0-200 examen   certification HD0-200   certification HD0-200

NO.8 Which question should you ask to best assess Certkiller .com'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 held to this situation?
D. Have you spoken with the systems administrator?
Answer: C

HDI examen   HD0-200   HD0-200   HD0-200 examen

NO.9 You are speaking to Certkiller .com 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: D

HDI   HD0-200   HD0-200   HD0-200   HD0-200

NO.10 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: B

HDI   HD0-200   HD0-200 examen   HD0-200 examen   HD0-200   certification HD0-200

NO.11 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: B, D.

NO.12 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: B, C

HDI   HD0-200   HD0-200

NO.13 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 cutomer that you are unable to help them until
tomorrow
Answer: A

certification HDI   HD0-200   HD0-200 examen   HD0-200

NO.14 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: C, D.

NO.15 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 seems tense and often have white knuckles
C. They bite their fingernails
D. They have a palllid complextion
E. They often seem short of breath
Answer: B, E

HDI examen   HD0-200   certification HD0-200   certification HD0-200   certification HD0-200

NO.16 How can the help desk be of strategic benefit to the organisation?
(Choose one)
A. It increase staff levels
B. It is a useful source of information
C. It ensures rigid adherence to opertional policies
D. It ensures that customers speak only to the help desk personnel
Answer: B

HDI examen   HD0-200 examen   certification HD0-200

NO.17 Which three 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: B, C, D.

NO.18 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: A

HDI examen   HD0-200   HD0-200 examen   certification HD0-200

NO.19 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: B, D

HDI   HD0-200   certification HD0-200   certification HD0-200   HD0-200 examen

NO.20 When communicating with Certkiller .com, it is best to avoid_______. (Choose two)
A. Apologies
B. Empathising
C. User of slang
D. Technical terms
Answer: C, D.

Le produit de Pass4Test que vous choisissez vous met le pied sur la première marche du pic de l'Industrie IT, et vous serez plus proche de votre rêve. Les matériaux offerts par Pass4Test peut non seulement vous aider à réussir le test HDI HD0-200, mais encore vous aider à se renforcer les connaissances professionnelles. Le service de la mise à jour pendant un an est aussi gratuit pour vous.

Les meilleures HDI QQ0-100 examen pratique questions et réponses

Si vous traviallez dur encore pour préparer le test de HDI QQ0-100 et réaliser votre but plus vite, Pass4Test peut vous donner une solution plus pratique. Choisir la Q&As de Pass4Test qui vous assure que c'est pas un rêve à réussir le test HDI QQ0-100.

Être un travailleur IT, est-ce que vous vous souciez encore pour passer le test Certificat IT? Le test examiner les techniques et connaissances professionnelles, donc c'est pas facile à réussir. Pour les candidats qui participent le test à la première fois, une bonne formation est très importante. Pass4Test offre les outils de formation particulier au test et bien proche de test réel, n'hésitez plus d'ajouter la Q&A au panier.

L'importance de la position de Certificat HDI QQ0-100 dans l'industrie IT est bien claire pour tout le monde, mais c'est pas facile à obtenir ce Certificat. Il y a beaucoup de Q&As qui manquent une haute précision des réponses. Cependant, Pass4Test peut offrir des matériaux pratiques pour toutes les personnes à participer l'examen de Certification, et il peut aussi offrir à tout moment toutes les informations que vous auriez besoin à réussir l'examen HDI QQ0-100 par votre première fois.

Les produits de Pass4Test sont préparés pour le test Certification HDI QQ0-100, y compris les formations et les informations ciblées au test HDI QQ0-100. D'ailleurs, la Q&A de Pass4Test qui est impressionnée par la grande couverture des questions et la haute précision des réponses vous permet à réussir le test avec une haute note.

Vous avez aussi la possibilité à réussir le test HDI QQ0-100. Pass4Test offre la service de la mise à jour gratuite pendant un an. Si vous échouez le test, votre argent sera tout rendu. Maintenant, vous pouvez télécharger la partie gratuite prendre examinser la qualité des produits de Pass4Test.

Code d'Examen: QQ0-100

Nom d'Examen: HDI (HDI qualified help desk analyst(hda))

Questions et réponses: 116 Q&As

Si vous vous inscriez le test HDI QQ0-100, vous devez choisir une bonne Q&A. Le test HDI QQ0-100 est un test Certification très important dans l'Industrie IT. C'est essentielle d'une bonne préparation avant le test.

QQ0-100 Démo gratuit à télécharger: http://www.pass4test.fr/QQ0-100.html

NO.1 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: BD

HDI   QQ0-100   QQ0-100

NO.2 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: BD

HDI   QQ0-100 examen   certification QQ0-100   certification QQ0-100   QQ0-100

NO.3 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: BCD

certification HDI   QQ0-100   certification QQ0-100   QQ0-100   QQ0-100 examen

NO.4 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: BCD

HDI examen   QQ0-100 examen   QQ0-100 examen   QQ0-100

NO.5 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: D

HDI examen   certification QQ0-100   QQ0-100

NO.6 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: AB

certification HDI   QQ0-100 examen   QQ0-100 examen   certification QQ0-100   certification QQ0-100

NO.7 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: AB

HDI examen   certification QQ0-100   QQ0-100   QQ0-100 examen   QQ0-100

NO.8 Which two are characteristics of a team player? (Choose two.)
A. Courtesy
B. Conformity
C. Participation
D. Independence
Answer: AC

certification HDI   QQ0-100   QQ0-100   certification QQ0-100   QQ0-100 examen   QQ0-100 examen

NO.9 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: B

HDI examen   certification QQ0-100   QQ0-100 examen   QQ0-100 examen

NO.10 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: B

certification HDI   QQ0-100   certification QQ0-100   certification QQ0-100   certification QQ0-100

NO.11 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: AB

HDI   certification QQ0-100   certification QQ0-100

NO.12 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: BC

HDI   QQ0-100 examen   certification QQ0-100   QQ0-100   QQ0-100 examen

NO.13 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: B

HDI   QQ0-100   QQ0-100   certification QQ0-100   QQ0-100

NO.14 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: B

HDI examen   QQ0-100 examen   QQ0-100   QQ0-100   certification QQ0-100

NO.15 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: AC

HDI   certification QQ0-100   QQ0-100 examen   QQ0-100

NO.16 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: C

HDI   certification QQ0-100   QQ0-100   QQ0-100   QQ0-100

NO.17 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: ACD

HDI examen   QQ0-100 examen   QQ0-100 examen   certification QQ0-100   certification QQ0-100

NO.18 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: D

certification HDI   QQ0-100   QQ0-100   QQ0-100

NO.19 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: A

HDI   QQ0-100 examen   QQ0-100

NO.20 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: ABC

HDI examen   QQ0-100   QQ0-100 examen

Ajoutez le produit de Pass4Test au panier, vous pouvez participer le test avec une 100% confiance. Bénéficiez du succès de test HDI QQ0-100 par une seule fois, vous n'aurez pas aucune raison à refuser.