HD0-400 Practice Questions

A.  

Support products that are contained in the service level agreement.

B.  

Agree with customers, even if they are mistaken.

C.  

Provide customers with an incident reference number.

D.  

Keep customers informed of the steps being taken to resolve their problem.

A.  

Listen to colleagues when customers talk to you.

B.  

Let customers know your personal accomplishments.

C.  

Actively listen to customers when they talk to you.

D.  

Feel sorry for your customers if they are troubled.

A.  

Incident monitoring confirms the accuracy of change management.

B.  

Incident monitoring identifies opportunities for improvement.

C.  

Incident monitoring facilitates problem management.

D.  

Incident monitoring authorises configuration management.

A.  

Pause to allow time for understanding

B.  

Avoid asking the customer for clarification.

C.  

Avoid using remote control.

D.  

Take regular breaks during the call.

A.  

Support centre services provides the customer with a department to blame.

B.  

Support centre services serves as the customer single point of contact.

C.  

Support centre services educates customers about application software.

D.  

Support centre services provides technical solutions to all calls.

A.  

Ignore the stress.

B.  

Talk to someone about your concerns.

C.  

Drink more water.

D.  

Take short naps when you can.

A.  

Refer any business opportunities to the marketing department.

B.  

Stop trying to resolve the problem and concentrate on increasing the business.

C.  

Recognise opportunities to increase business and know what to do with them.

D.  

Log the opportunity so that it can be followed up on at a later date.

A.  

Maintaining legal compliance prevents employees from downloading music.

B.  

Maintaining legal compliance protects identity information.

C.  

Maintaining legal compliance protects your personal rights.

D.  

Maintaining legal compliance prevents unauthorised internet usage.