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Free HDI HD0-400 Practice Exam with Questions & Answers

Questions 1

Which action best illustrates a positive service attitude?

Options:
A.

Convey a sincere willingness to help the customer.

B.

Respond to your e-mail while taking customer calls.

C.

Recognise that customers may not be technically literate.

D.

Treat customers in the same way they treat you.

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Questions 2

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?

Options:
A.

A web master magazine.

B.

The marketing department.

C.

Senior management meetings.

D.

Knowledge Centred Support.

Questions 3

What is the best way of using silent time effectively?

Options:
A.

Build a rapport with your customer.

B.

Identify the best time for your break.

C.

Write an e-mail to a colleague.

D.

Check your e-mail.

Questions 4

Which statement best describes unsuccessful teams?

Options:
A.

Unsuccessful teams have sufficient time to perform tasks.

B.

Unsuccessful teams contain unmotivated team members.

C.

Unsuccessful teams set clear goals.

D.

Unsuccessful teams are proactive.

Questions 5

What is the best reason for maintaining confidentiality in the workplace?

Options:
A.

Maintaining confidentiality in the workplace shields your manager from blame.

B.

Maintaining confidentiality in the workplace protects customers from embarrassment.

C.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

D.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

Questions 6

A customer 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?

Options:
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.

Questions 7

What is the most likely result of gaining a better understanding of a customer underlying psychological needs? B.The customer business needs will be misunderstood.

Options:
A.

The customer will be satisfied by the interaction.

B.

The customer will call you for psychiatric advice.

C.

The customers will be encouraged to talk more.

Questions 8

What is the most important reason why Support Centres monitor incidents?

Options:
A.

Incident monitoring is an ITIL best practice.

B.

Incident monitoring results in improved quality of services.

C.

Incident monitoring is the Support Centre primary function.

D.

Incident monitoring is done by all good Support Centres.

Questions 9

Which is the most important consideration when setting the priority of an incident?

Options:
A.

The complexity of the incident.

B.

The location of the customer with the incident.

C.

The availability of a workaround.

D.

The customer urgency for resolution.

Questions 10

What is the most important reason why Support Centres have security policies?

Options:
A.

Security policies allow network faults to be detected.

B.

Security policies facilitate call monitoring.

C.

Security policies enable incident monitoring.

D.

Security policies protect data integrity.

Exam Code: HD0-400
Certification Provider: HDI
Exam Name: HDI Qualified Customer Support Specialist
Last Update: Feb 11, 2025
Questions: 120

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