Independence Day Special 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: sale65best

Top Tips for Passing the HDI HD0-400 Exam on Your First Try

Questions 11

What factor is most important in determining the priority of an incident?

Options:

A.

The caller emotional state.

B.

The caller connection to the Support Centre.

C.

The incident impact on the Support Centre.

D.

The incident impact on the business.

Buy Now
Questions 12

Which statement best characterises an assertive person?

Options:

A.

An assertive person respects operating procedures.

B.

An assertive person respects status.

C.

An assertive person respects authority.

D.

An assertive person respects the rights of others.

Buy Now
Questions 13

Which is one of the elements of call differentiating?

Options:

A.

Your customer may be king, but you are the technical wizard.

B.

Unresolved psychological issues have a negative effect on problem solving.

C.

The customer technical needs must be addressed first and foremost to ensure satisfaction.

D.

The customer is always right and should always get their own way.

Buy Now
Questions 14

Which statement best describes the concept of teamwork?

Options:

A.

Teamwork involves competing with others to prove you are the best.

B.

Teamwork involves keeping ideas to yourself in case they do not work.

C.

Teamwork involves working separately to achieve personal goals.

D.

Teamwork involves having all team members participate.

Buy Now
Questions 15

What is the most important reason for logging all incidents?

Options:

A.

Logging all incidents creates an audit trail.

B.

Logging all incidents allows you to fill all the fields in the incident management system.

C.

Logging all incidents helps you prove that you were right.

D.

Logging all incidents creates a personal database.

Buy Now
Questions 16

What is the best reason for matching the communication style of your customer?

Options:

A.

Matching the communication style of your customer improves the overall efficiency of the Support Centre.

B.

Matching the communication style of your customer increases understanding.

C.

Matching the communication style of your customer establishes you as their preferred contact.

D.

Matching the communication style of your customer helps build friendships.

Buy Now
Questions 17

What is the major difference between problem management and incident management?

Options:

A.

Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.

B.

Incident management is used first, and problem management is used if incident management does not work.

C.

Incident management and problem management are the same.

D.

Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.

Buy Now
Questions 18

Which is a characteristic of a successful team?

Options:

A.

Incentives are not provided.

B.

There is little communication outside the team.

C.

No goals are established, they are not needed.

D.

Processes are used effectively to maintain service quality.

Buy Now
Questions 19

What is the best action to take when sharing a workspace?

Options:

A.

Partner with someone who has similar work habits.

B.

Clean the workspace at the end of each shift.

C.

Decorate the workspace according to your tastes.

D.

Ensure the calendar is displaying the correct date.

Buy Now
Questions 20

What is a best practice to follow when leaving a voice message?

Options:

A.

Leave an amusing sound bite to make the customer laugh.

B.

Provide the customer with an incident or call reference number.

C.

Give the customer your opinion of the second level support team.

D.

Provide the address for the Support Centre Web site.

Buy Now
Exam Code: HD0-400
Exam Name: HDI Qualified Customer Support Specialist
Last Update: Jul 16, 2024
Questions: 120

PDF + Testing Engine

$159.99
$56

Testing Engine

$119.99
$42

PDF (Q&A)

$99.99
$35

HDI Free Exams

HDI Free Exams
Get free access to HDI exam prep materials and practice tests at Examstrack. Achieve your HDI certification goals by exploring Examstrack.