ITExamDump 의 학습가이드에는HDI QQ0-401인증시험의 예상문제, 시험문제와 답입니다. 그리고 중요한 건 시험과 매우 유사한 시험문제와 답도 제공해드립니다. ITExamDump 을 선택하면 ITExamDump 는 여러분을 빠른시일내에 시험관련지식을 터득하게 할 것이고HDI QQ0-401인증시험도 고득점으로 패스하게 해드릴 것입니다.
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시험 번호/코드: QQ0-401
시험 이름: HDI (SDI-Service Desk Foundation Qualification)
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Q&A: 120 문항
업데이트: 2013-10-20
HDI QQ0-401인증시험을 어떻게 준비하면 될가 아직도 고민하고 계시죠? 학원에 등록하자니 시간도 없고 돈도 많이 들고 쉽게 엄두가 나지 않는거죠? ITExamDump제품을 구매하신다면 그런 부담을 이제 끝입니다. ITExamDump덤프는 더욱 가까지 여러분들께 다가가기 위하여 그 어느 덤프판매 사이트보다 더욱 저렴한 가격으로 여러분들을 맞이하고 있습니다. HDI QQ0-401덤프는ITExamDump제품이 최고랍니다.
만약 아직도HDI QQ0-401시험패스를 위하여 고군분투하고 있다면 바로 우리 ITExamDump를 선택함으로 여러분의 고민을 날려버릴 수 잇습니다, 우리 ITExamDump에서는 최고의 최신의 덤프자료를 제공 합으로 여러분을 도와HDI QQ0-401인증자격증을 쉽게 취득할 수 있게 해드립니다. 만약HDI QQ0-401인증시험으로 한층 업그레이드된 자신을 만나고 싶다면 우리ITExamDump선택을 후회하지 않을 것입니다, 우리ITExamDump과의 만남으로 여러분은 한번에 아주 간편하게HDI QQ0-401시험을 패스하실 수 있으며,HDI QQ0-401자격증으로 완벽한 스펙을 쌓으실 수 있습니다,
목표를 이루는 방법은 여러가지가 있는데 어느 방법을 선택하면 가장 빨리 목표를 이룰수 있을가요? HDI인증 QQ0-401시험을 패스하는 길에는ITExamDump의HDI인증 QQ0-401덤프를 공부하는 것이 가장 좋은 방법이라는것을 굳게 약속드립니다. ITExamDump의HDI인증 QQ0-401덤프는 시험문제에 초점을 두어 제작된 공부자료이기에HDI인증 QQ0-401패스를 가장 빠른 시일내에 한방에 할수 있도록 도와드립니다.
QQ0-401 덤프무료샘플다운로드하기: http://www.itexamdump.com/QQ0-401.html
NO.1 Which action best illustrates responsible team behaviour?
A.Logging every call.
B.Reporting security violations.
C.Sharing knowledge.
D.Taking more than your share of calls.
Answer:C
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NO.2 Which statement best characterises a friendly and supportive workplace?
A.Management encourages extensive overtime.
B.Team members help each other.
C.Team members work alone.
D.Team members work only their allotted hours.
Answer:B
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NO.3 What is a best practice when writing e-mail?
A.Use animation to emphasise your point.
B.Use different colours to improve readability.
C.Use emoticons to convey empathy.
D.Use standard headers and footers for consistency.
Answer:D
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NO.4 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
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NO.5 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
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NO.6 What is the best reason for using proper grammar and spelling when documenting Incidents?
A.Not using proper grammar and spelling is sloppy.
B.Not using proper grammar and spelling will anger the customer.
C.Using proper grammar and spelling is professional.
D.Using proper grammar and spelling will impress your supervisor.
Answer:C
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NO.7 What type of question will best encourage a customer to talk more about their Incident?
A.Closed questions.
B.Open questions.
C.Technical questions.
D.Personal questions.
Answer:B
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NO.8 What is a common metric used to measure Service Desk performance?
A.Abandon before answer (ABA)
B.Average time to respond (ATR)
C.Incident quality score (IQS)
D.Total faxes received (TFR)
Answer:A
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NO.9 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
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NO.10 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
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NO.11 Which of the following best describes your sales and marketing role within the Service Desk?
A.Log the opportunity so that it can be followed up on at a later date.
B.Recognise opportunities to increase business and know what to do with them.
C.Refer any business opportunities to the marketing department.
D.Stop trying to resolve the problem and concentrate on increasing the business.
Answer:B
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NO.12 What is a best practice for helping an emotional caller?
A.Ask the customer to talk about their personal problems.
B.Help the customer focus on the Incident and resolution.
C.Maintain a professional approach according to the SLA.
D.Move the conversation carefully on to general issues within the company.
Answer:B
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NO.13 What is a best practice for establishing effective relationships with your customers?
A.Ensure that your customer understands the SLA.
B.Provide technical language guidance.
C.Show your customer sympathy.
D.Understand your customer business.
Answer:D
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NO.14 Why is it important for you to demonstrate confidence when dealing with others?
A.Demonstrating confidence establishes credibility with customers.
B.Demonstrating confidence increases first contact resolution.
C.Demonstrating confidence maximises talk time.
D.Demonstrating confidence minimises conflicts with customers.
Answer:A
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NO.15 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
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NO.16 When is it most appropriate to escalate an Incident to a manager?
A.Escalate an Incident if the customer begins to complain.
B.Escalate an Incident the customer is emotional.
C.Escalate an Incident if the customer asks to speak to a manager.
D.Escalate an Incident if the Service Desk is short of staff.
Answer:C
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NO.17 What is the most important reason for maintaining legal compliance in the Service Desk?
A.Maintaining legal compliance prevents other teams seeing what the Service Desk does.
B.Maintaining legal compliance protects the organisation assets.
C.Maintaining legal compliance protects you from blame.
D.Maintaining legal compliance protects your managers.
Answer:B
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NO.18 When made by a customer, which comment, is most likely to indicate that a conflict is developing?
A.I am tired of my computer always being down.
B.I don't understand what you mean.
C.I see what you are saying to me.
D.You need to slow down.
Answer:A
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NO.19 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
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NO.20 What is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C
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