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HDI QQ0-401 study and pratice guide book and braindumps

admin — Wed, 23 Jun 2010 14:30:02 +0000

QQ0-401 Exam
SDI-Service Desk Foundation Qualification
Exam Number/Code : QQ0-401
Exam Name : SDI-Service Desk Foundation Qualification
Questions and Answers : 120 Q&As
Update Time: 2010-01-28
Price: $ 60.00

HDI QQ0-401 test study
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HDI QQ0-301 exam question answer braindumps book

admin — Sun, 23 May 2010 13:36:09 +0000

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admin — Wed, 28 Apr 2010 21:23:20 +0000

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admin — Wed, 21 Apr 2010 16:32:28 +0000

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HDI QQ0-401 exam certification dumps

admin — Tue, 16 Feb 2010 13:50:08 +0000

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admin — Sat, 06 Feb 2010 13:51:07 +0000

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Related Exam: qq0-100 qq0-200 qq0-400 QQ0-401 QQ0-301

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admin — Sun, 27 Dec 2009 16:10:03 +0000

Just4Cert qq0-300 Exam

hdi qulilfied help desk manager(hdm) practice exam

Exam Number/Code : qq0-300
Exam Name : hdi qulilfied help desk manager(hdm)
Questions and Answers : 116 Q&As
Update Time: 2009-10-20
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Exam : HDI Worldwide QQ0-300
Title : Hdi qulilfied help desk manager(hdm)

1. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _____.
A. be positive
B. be able to multitask
C. be willing to participate
D. use personal abilities and resources
Answer: B

2. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three.)
A. Mediocre service is generally acceptable if the customer likes you personally.
B. Mediocre service can cause a customer gradually to want to do business somewhere else.
C. A bad interaction can initiate a customer’s split-second decision never to do business with you again.
D. A positive interaction can initiate a customer’s split-second decision to continue doing business with you.
Answer: BCD

3. Contract staffing is best described by which statement?
A. Contract employees typically work for a clearly defined time frame.
B. Contract employees need more initial training than full-time employees.
C. Contract employees perform work that is not normally done by a full-time employee.
D. Contract employees work independently and are not considered part of an organizational unit.
Answer: A

4. Your Help Desk is 24×7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. gap analysis reports
Answer: B

5. What are two roles of expert systems in Help Desk applications? (Choose two.)
A. to narrow down the type of problem and suggest resolutions
B. to provide Help Desk analysts with answers to every customer question
C. to provide a direct channel to vendors’ marketing departments for new systems
D. to provide assistance to second-level analysts for more advanced troubleshooting
Answer: AD

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admin — Mon, 07 Dec 2009 04:03:33 +0000

Just4Cert qq0-100 Exam

hdi qualified help desk analyst(hda) practice exam

Exam Number/Code : qq0-100
Exam Name : hdi qualified help desk analyst(hda)
Questions and Answers : 116 Q&As
Update Time: 2009-10-05
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Exam : HDI QQ0-100
Title : HDI Qualified Help Desk Analyst(hda)

1. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this printer
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other applications
D. Guide the customer through checking the printer connection and making sure the power is turned on
Answer: ACD

2. In which four circumstances is it appropriate to use open questions? (Choose three.)
A. When your time is limited
B. When you need to build rapport
C. When you need the customer to elaborate
D. When you have exhausted your possibilities
Answer: BCD

3. An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
A. The analyst has another analyst call the customer
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back to correct the information
D. The analyst calls the customer back and blames the incorrect information on bad documentation
Answer: C

4. Why are customer satisfaction surveys important?
A. They reveal what abandon rate is acceptable
B. They reveal how the help desk is perceived by the customer
C. They determine the percentage of first call resolution (FCR)
D. They determine what level of support the customer is receiving
Answer: B

5. For which two reasons do help desk’s log all calls? (Choose two.)
A. Allows ticket monitoring
B. Measure frequency of calls
C. Prove the help desk is right
D. Provide an audit trail of activities
Answer: BD

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admin — Fri, 27 Nov 2009 18:45:00 +0000

Just4Cert QQ0-301 Exam

HDI Service Desk Manager (SDM) practice exam

Exam Number/Code : QQ0-301
Exam Name : HDI Service Desk Manager (SDM)
Questions and Answers : 198 Q&As
Update Time: 2009-10-03
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Exam : HDI QQ0-301
Title : HDI Service Desk Manager (SDM)

1. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
A.Key performance indicators.
B.The customers authority level.
C.The incidents impact on the business.
D.The support resources available.
Answer: C

2. You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)
A.Asking the questions required to enable you to complete a task.
B.Asking questions in a predefined sequence and format.
C.Asking the questions that you have been told to ask.
D.Asking customers to use email when requesting assistance.
Answer: B

3. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
A.Budgeting calculations.
B.Unit costs calculations and analysis.
C.Return on investment calculations.
D.Stocks and Bonds calculations.
E.Staffing policies and procedures.
Answer: ABC

4. What is the primary objective of customer satisfaction surveys?
(Choose 1)
A.Customer satisfaction surveys determine if the Service Desk is following the SLA.
B.Customer satisfaction surveys establish a basis for future pay rises.
C.Customer satisfaction surveys identify what customers feel is important.
D.Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
Answer: C

5. Which two of the following are key components of a marketing programme?
(Choose 2)
A.Identifying the key customers.
B.Defining the message and communicating to the relevant audience.
C.Targeting messages to all IT.
D.Communication to all stakeholders in a similar manner.
E.Planning and scheduling ongoing communication.
Answer: BE

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admin — Fri, 06 Nov 2009 08:23:58 +0000

Just4Cert QQ0-401 Exam

SDI-Service Desk Foundation Qualification practice exam

Exam Number/Code : QQ0-401
Exam Name : SDI-Service Desk Foundation Qualification
Questions and Answers : 120 Q&As
Update Time: 2009-10-23
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Exam : HDI Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification

1. 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

2. 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

3. 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

4. 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

5. 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

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