HDI 인증 QQ0-401 덤프

아무런 노력을 하지 않고 승진이나 연봉인상을 꿈꾸고 있는 분이라면 이 글을 검색해낼수 없었을것입니다. 승진이나 연봉인상을 꿈꾸면 승진과 연봉인상을 시켜주는 회사에 능력을 과시해야 합니다. IT인증시험은 국제적으로 승인해주는 자격증을 취득하는 시험입니다. ITExamDump의HDI인증 QQ0-401덤프의 도움으로 HDI인증 QQ0-401시험을 패스하여 자격증을 취득하면 승진이나 연봉인상의 꿈이 이루어집니다. 결코 꿈은 이루어질것입니다.

우리ITExamDump에서는 각종IT시험에 관심있는분들을 위하여, 여러 가지 인증시험자료를 제공하는 사이트입니다. 우리ITExamDump는 많은 분들이 IT인증시험을 응시하여 성공할수록 도와주는 사이트입니다. 우리의 파워는 아주 대단하답니다. 여러분은 우리ITExamDump 사이트에서 제공하는HDI QQ0-401관련자료의 일부분문제와답등 샘플을 무료로 다운받아 체험해봄으로 우리에 믿음이 생기게 될 것입니다.

HDI QQ0-401인증시험을 패스하고 자격증 취득으로 하여 여러분의 인생은 많은 인생역전이 이루어질 것입니다. 회사, 생활에서는 물론 많은 업그레이드가 있을 것입니다. 하지만QQ0-401시험은HDI인증의 아주 중요한 시험으로서QQ0-401시험패스는 쉬운 것도 아닙니다.

시험 번호/코드: QQ0-401
시험 이름: HDI (SDI-Service Desk Foundation Qualification)

HDI 인증 QQ0-401시험이 너무 어려워서 시험 볼 엄두도 나지 않는다구요? ITExamDump 덤프만 공부하신다면 IT인증시험공부고민은 이젠 그만 하셔도 됩니다. ITExamDump에서 제공해드리는HDI 인증 QQ0-401시험대비 덤프는 덤프제공사이트에서 가장 최신버전이여서 시험패스는 한방에 갑니다. HDI 인증 QQ0-401시험뿐만 아니라 IT인증시험에 관한 모든 시험에 대비한 덤프를 제공해드립니다. 많은 애용 바랍니다.

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

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

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NO.5 What is the best 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.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 is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C

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NO.8 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.9 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.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 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.13 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.14 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.15 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.16 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.17 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.18 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.19 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.20 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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