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

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

An assertive person respects operating procedures.

An assertive person respects status.

An assertive person respects authority.

An assertive person respects the rights of others.

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

Unresolved psychological issues have a negative effect on problem solving.

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

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

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

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

Teamwork involves working separately to achieve personal goals.

Teamwork involves having all team members participate.

Logging all incidents creates an audit trail.

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

Logging all incidents helps you prove that you were right.

Logging all incidents creates a personal database.

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

Matching the communication style of your customer increases understanding.

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

Matching the communication style of your customer helps build friendships.

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

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

Incident management and problem management are the same.

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

Incentives are not provided.

There is little communication outside the team.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Partner with someone who has similar work habits.

Clean the workspace at the end of each shift.

Decorate the workspace according to your tastes.

Ensure the calendar is displaying the correct date.

Leave an amusing sound bite to make the customer laugh.

Provide the customer with an incident or call reference number.

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

Provide the address for the Support Centre Web site.