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Code d'Examen: QQ0-100
Nom d'Examen: HDI (HDI qualified help desk analyst(hda))
Questions et réponses: 116 Q&As

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

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

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NO.1 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

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NO.2 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

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NO.3 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

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NO.4 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.

NO.5 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

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NO.6 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

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NO.7 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

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NO.8 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.

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

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NO.1 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: B

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NO.2 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.3 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 server
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: A, B, D

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NO.4 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

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NO.5 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

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NO.6 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.7 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

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NO.8 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

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NO.9 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: A, B

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NO.10 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: B, D

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NO.11 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

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NO.12 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.13 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

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NO.14 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

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NO.15 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

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NO.16 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
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: B, C, D

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NO.17 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.18 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

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NO.19 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

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NO.20 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

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Code d'Examen: QQ0-100
Nom d'Examen: HDI (HDI qualified help desk analyst(hda))
Questions et réponses: 116 Q&As

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NO.1 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

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NO.2 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

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NO.3 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

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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

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NO.5 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

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NO.6 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

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NO.7 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

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NO.8 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

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NO.9 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

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NO.10 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

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NO.11 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

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NO.12 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

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NO.13 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

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NO.14 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

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NO.15 Which two are characteristics of a team player? (Choose two.)
A. Courtesy
B. Conformity
C. Participation
D. Independence
Answer: AC

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NO.16 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

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NO.17 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

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NO.18 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

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NO.19 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

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NO.20 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

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

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NO.1 Certkiller .com 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: B

HDI examen   HD0-400   HD0-400

NO.2 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

HDI   certification HD0-400   HD0-400

NO.3 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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

HDI   HD0-400   certification HD0-400

NO.4 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

certification HDI   HD0-400   certification HD0-400

NO.5 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

HDI   HD0-400   HD0-400 examen

NO.6 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: B

HDI   HD0-400   HD0-400   HD0-400

NO.7 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

HDI   HD0-400   certification HD0-400   HD0-400

NO.8 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

HDI   HD0-400   certification HD0-400   certification HD0-400

NO.9 Which statement best describes a team?
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 a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

certification HDI   HD0-400   HD0-400   certification HD0-400   HD0-400 examen

NO.10 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

HDI   HD0-400 examen   certification HD0-400   HD0-400 examen

NO.11 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

HDI   certification HD0-400   HD0-400   HD0-400 examen   certification HD0-400

NO.12 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

HDI   HD0-400 examen   certification HD0-400

NO.13 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

HDI   certification HD0-400   HD0-400 examen

NO.14 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

HDI   HD0-400   HD0-400   HD0-400 examen

NO.15 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: D

HDI   certification HD0-400   HD0-400 examen

NO.16 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

HDI   HD0-400   HD0-400

NO.17 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

certification HDI   HD0-400   HD0-400

NO.18 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

HDI   HD0-400 examen   HD0-400   HD0-400   HD0-400 examen

NO.19 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: B

HDI examen   HD0-400 examen   HD0-400   HD0-400   HD0-400   certification HD0-400

NO.20 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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

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NO.1 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

HDI   certification HD0-100   HD0-100

NO.2 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

HDI   HD0-100   certification HD0-100

NO.3 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

HDI   HD0-100   certification HD0-100   HD0-100   HD0-100

NO.4 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

HDI examen   HD0-100   certification HD0-100   HD0-100 examen   HD0-100

NO.5 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

HDI examen   HD0-100   HD0-100   certification HD0-100   HD0-100 examen

NO.6 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

HDI   HD0-100   HD0-100   certification HD0-100

NO.7 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

HDI examen   HD0-100 examen   HD0-100   HD0-100   HD0-100   certification HD0-100

NO.8 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: A, B

certification HDI   HD0-100   HD0-100

NO.9 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

HDI examen   HD0-100   HD0-100   HD0-100 examen   HD0-100

NO.10 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 server
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: A, B, D

HDI   HD0-100   HD0-100 examen   HD0-100 examen

NO.11 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

HDI   certification HD0-100   HD0-100   certification HD0-100

NO.12 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

certification HDI   certification HD0-100   certification HD0-100   HD0-100 examen

NO.13 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: B

HDI   HD0-100   certification HD0-100   HD0-100

NO.14 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

HDI   HD0-100 examen   HD0-100   HD0-100 examen   HD0-100 examen   HD0-100

NO.15 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

certification HDI   HD0-100   HD0-100

NO.16 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

HDI   HD0-100 examen   certification HD0-100   HD0-100

NO.17 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

HDI examen   certification HD0-100   HD0-100   HD0-100   HD0-100

NO.18 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.19 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: B, D

certification HDI   certification HD0-100   HD0-100

NO.20 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
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: B, C, D

HDI examen   certification HD0-100   HD0-100 examen

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Code d'Examen: HD0-400

Nom d'Examen: HDI (HDI Qualified Customer Support Specialist)

Questions et réponses: 120 Q&As

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NO.1 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

HDI   HD0-400 examen   HD0-400 examen

NO.2 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

certification HDI   certification HD0-400   HD0-400 examen   HD0-400   HD0-400 examen

NO.3 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

HDI   certification HD0-400   certification HD0-400   HD0-400

NO.4 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

HDI   HD0-400   HD0-400 examen   HD0-400 examen   HD0-400

NO.5 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: D

HDI   HD0-400   HD0-400 examen   HD0-400   HD0-400 examen

NO.6 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

HDI   HD0-400   HD0-400   HD0-400   HD0-400 examen   certification HD0-400

NO.7 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: B

HDI examen   HD0-400 examen   certification HD0-400   HD0-400 examen   HD0-400 examen

NO.8 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

certification HDI   HD0-400 examen   HD0-400   certification HD0-400   HD0-400

NO.9 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

HDI   HD0-400   certification HD0-400

NO.10 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

certification HDI   HD0-400 examen   HD0-400

NO.11 Which statement best describes a team?
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 a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

HDI examen   HD0-400   HD0-400 examen   HD0-400

NO.12 Certkiller .com 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: B

HDI   HD0-400   HD0-400 examen   HD0-400 examen   HD0-400

NO.13 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

certification HDI   HD0-400 examen   HD0-400

NO.14 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

HDI   HD0-400   HD0-400   certification HD0-400

NO.15 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

certification HDI   HD0-400 examen   HD0-400   HD0-400 examen   HD0-400

NO.16 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

HDI   HD0-400 examen   certification HD0-400   HD0-400

NO.17 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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

certification HDI   HD0-400 examen   certification HD0-400   certification HD0-400

NO.18 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

certification HDI   HD0-400 examen   HD0-400   HD0-400 examen

NO.19 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: B

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NO.20 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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Code d'Examen: QQ0-100

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

Questions et réponses: 116 Q&As

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NO.1 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

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NO.2 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

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NO.3 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

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NO.4 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

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

NO.5 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

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NO.6 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

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NO.7 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

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NO.8 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

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NO.9 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

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NO.10 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

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NO.11 Which two are characteristics of a team player? (Choose two.)
A. Courtesy
B. Conformity
C. Participation
D. Independence
Answer: AC

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NO.12 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

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NO.13 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

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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

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NO.15 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

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NO.16 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

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NO.17 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

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NO.18 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

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NO.19 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

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NO.20 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

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Code d'Examen: HD0-300

Nom d'Examen: HDI (Help Desk Manager)

Questions et réponses: 176 Q&As

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NO.1 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

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NO.2 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

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NO.3 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

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NO.4 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

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NO.5 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

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NO.6 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

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NO.7 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

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NO.8 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

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NO.9 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

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NO.10 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

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NO.11 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

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NO.12 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

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NO.13 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

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NO.14 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

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NO.15 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

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NO.16 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

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NO.17 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

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NO.18 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

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NO.19 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

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NO.20 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

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