ITCertKing provides to HDI QQ0-401 test materials

Of course, when you are seeking for exam materials, it is certain that you will find many different materials. However, through investigation or personal experience, you will find ITCertKing questions and answers are the best ones for your need. The candidates have not enough time to prepare the exam, while ITCertKing certification training materials are to develop to solve the problem. So, it can save much time for us. What's more important, 100% guarantee to pass HDI QQ0-401 exam at the first attempt. In addition, ITCertKing exam dumps will be updated at any time. If exam outline and the content change, ITCertKing can provide you with the latest information.

ITCertKing is a website for HDI certification QQ0-401 exam to provide a short-term effective training. HDI QQ0-401 is a certification exam which is able to change your life. IT professionals who gain HDI QQ0-401 authentication certificate must have a higher salary than the ones who do not have the certificate and their position rising space is also very big, who will have a widely career development prospects in the IT industry in.

Are you facing challenges in your career? Would you like to better prove yourself to others by improving your ability? Would you like to have more opportunities to get promoted? Hurry to sign up for IT certification exam and get the IT certificate. HDI certification exam is one of the important exams. If you obtain HDI certificate, you will get a great help. Because HDI QQ0-401 certification test is a very important exam, you can begin with passing QQ0-401 test. Are you wandering how to pass rapidly QQ0-401 certification exam? ITCertKing certification training dumps can help you to achieve your goals.

Are you still worrying about how to safely pass HDI certification QQ0-401 exams? Do you have thought to select a specific training? Choosing a good training can effectively help you quickly consolidate a lot of IT knowledge, so you can be well ready for HDI certification QQ0-401 exam. ITCertKing's expert team used their experience and knowledge unremitting efforts to do research of the previous years exam, and finally have developed the best pertinence training program about HDI certification QQ0-401 exam. Our training program can effectively help you have a good preparation for HDI certification QQ0-401 exam. ITCertKing's training program will be your best choice.

Exam Code: QQ0-401
Exam Name: HDI (SDI-Service Desk Foundation Qualification)
One year free update, No help, Full refund!
Total Q&A: 120 Questions and Answers
Last Update: 2014-01-16

QQ0-401 Free Demo Download: http://www.itcertking.com/QQ0-401_exam.html

NO.1 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

HDI pdf   QQ0-401 test answers   QQ0-401 practice test   QQ0-401

NO.2 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

HDI   QQ0-401   QQ0-401 certification

NO.3 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

HDI   QQ0-401 exam dumps   QQ0-401 demo   QQ0-401   QQ0-401   QQ0-401

NO.4 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

HDI exam prep   QQ0-401 certification training   QQ0-401 answers real questions

NO.5 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

HDI certification   QQ0-401   QQ0-401   QQ0-401

NO.6 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

HDI dumps   QQ0-401   QQ0-401 certification

NO.7 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

HDI   QQ0-401 certification   QQ0-401 answers real questions   QQ0-401

NO.8 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

HDI   QQ0-401 pdf   QQ0-401   QQ0-401 certification training   QQ0-401 exam dumps

NO.9 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

HDI   QQ0-401 dumps   QQ0-401   QQ0-401   QQ0-401 braindump

NO.10 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

HDI   QQ0-401 pdf   QQ0-401   QQ0-401

NO.11 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

HDI   QQ0-401   QQ0-401   QQ0-401 certification

NO.12 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

HDI   QQ0-401   QQ0-401   QQ0-401 exam simulations

NO.13 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

HDI   QQ0-401   QQ0-401   QQ0-401 demo

NO.14 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

HDI   QQ0-401   QQ0-401   QQ0-401 exam prep   QQ0-401   QQ0-401 practice test

NO.15 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

HDI answers real questions   QQ0-401   QQ0-401   QQ0-401

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

HDI test   QQ0-401   QQ0-401   QQ0-401   QQ0-401

NO.17 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

HDI   QQ0-401   QQ0-401 test   QQ0-401

NO.18 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

HDI pdf   QQ0-401   QQ0-401 practice test   QQ0-401 questions   QQ0-401 test questions   QQ0-401 certification

NO.19 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

HDI   QQ0-401   QQ0-401 pdf   QQ0-401

NO.20 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

HDI   QQ0-401 answers real questions   QQ0-401

ITCertKing offer the latest 642-997 exam material and high-quality 00M-663 pdf questions & answers. Our JK0-U21 VCE testing engine and HIO-201 study guide can help you pass the real exam. High-quality HP0-J63 dumps training materials can 100% guarantee you pass the exam faster and easier. Pass the exam to obtain certification is so simple.

Article Link: http://www.itcertking.com/QQ0-401_exam.html