QQ0-100資格問題集、QQ0-401最新な問題集、HD0-100試験問題集

HDIのQQ0-100認定試験に合格するためにたくさん方法があって、非常に少ないの時間とお金を使いのは最高で、JPexamが対応性の訓練が提供いたします。

あなたはまだ何を待っているのですか。機会が一回だけありますよ。いまHDIのQQ0-401試験問題のフルバージョンを取ることができます。JPexamというサイトをクッリクしたらあなたの願いを果たせます。あなたが最も良いHDIのQQ0-401試験トレーニング資料を見つけましたから、JPexamの問題と解答を安心に利用してください。きっと試験に合格しますよ。

HDIのHD0-100認証試験の合格証は多くのIT者になる夢を持つ方がとりたいです。でも、その試験はITの専門知識と経験が必要なので、合格するために一般的にも大量の時間とエネルギーをかからなければならなくて、助簡単ではありません。JPexamは素早く君のHDI試験に関する知識を補充できて、君の時間とエネルギーが節約させるウェブサイトでございます。JPexamのことに興味があったらネットで提供した部分資料をダウンロードしてください。

現在の社会の中で優秀な人材が揃てIT人材も多く、競争もとても大きくて、だから多くのIT者はにIT関する試験に参加するIT業界での地位のために奮闘しています。QQ0-100試験はHDIの一つ重要な認証試験で多くのIT専門スタッフが認証される重要な試験です。

試験番号：QQ0-100問題集
試験科目：HDI qualified help desk analyst(hda)
最近更新時間：2014-07-06
問題と解答：全116問 QQ0-100 参考書勉強
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

試験番号：QQ0-401問題集
試験科目：SDI-Service Desk Foundation Qualification
最近更新時間：2014-07-06
問題と解答：全120問 QQ0-401 受験記対策
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

試験番号：HD0-100問題集
試験科目：Help Desk Analyst (HDA)
最近更新時間：2014-07-06
問題と解答：全116問 HD0-100 資格問題集
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

この情報の時代の中に、たくさんのIT機構はHDIのHD0-100認定試験に関する教育資料がありますけれども、受験生がこれらのサイトを通じて詳細な資料を調べられなくて、対応性がなくて受験生の注意 に惹かれなりません。

購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.jpexam.com/HD0-100_exam.html

NO.1 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

HDI合格点   HD0-100講座   HD0-100過去   HD0-100学習   HD0-100種類

NO.2 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

HDI学習   HD0-100書籍   HD0-100過去問   HD0-100一発合格

NO.3 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

HDIフリーク   HD0-100合格点   HD0-100   HD0-100

NO.4 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

HDI割引   HD0-100過去問   HD0-100問題集   HD0-100合格点   HD0-100合格率

NO.5 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

HDIスクール   HD0-100会場   HD0-100問題集   HD0-100体験   HD0-100 vue

NO.6 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.7 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

HDI   HD0-100   HD0-100   HD0-100問題集

NO.8 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

HDI割引   HD0-100テスト   HD0-100認定資格

HD0-300資格認定、HD0-400全真問題集、QQ0-401資格問題集

もしJPexamのHD0-300問題集を利用してからやはりHD0-300認定試験に失敗すれば、あなたは問題集を購入する費用を全部取り返すことができます。これはまさにJPexamが受験生の皆さんに与えるコミットメントです。優秀な試験参考書は話すことに依頼することでなく、受験生の皆さんに検証されることに依頼するのです。 JPexamの参考資料は時間の試練に耐えることができます。JPexamは現在の実績を持っているのは受験生の皆さんによって実践を通して得られた結果です。真実かつ信頼性の高いものだからこそ、JPexamの試験参考書は長い時間にわたってますます人気があるようになっています。

IT技術の急速な発展につれて、IT認証試験の問題は常に変更されています。したがって、JPexamのHD0-400問題集も絶えずに更新されています。それに、JPexamの教材を購入すれば、JPexamは一年間の無料アップデート・サービスを提供してあげます。問題が更新される限り、JPexamは直ちに最新版のHD0-400資料を送ってあげます。そうすると、あなたがいつでも最新バージョンの資料を持っていることが保証されます。JPexamはあなたが試験に合格するのを助けることができるだけでなく、あなたは最新の知識を学ぶのを助けることもできます。このような素晴らしい資料をぜひ見逃さないでください。

QQ0-401試験の準備をするとき、がむしゃらにITに関連する知識を学ぶのは望ましくない勉強法です。実際は試験に合格するコツがあるのですよ。もし試験に準備するときに良いツールを使えば、多くの時間を節約することができるだけでなく、楽に試験に合格する保障を手にすることもできます。どんなツールかと聞きたいでしょう。それはもちろんJPexamのQQ0-401問題集ですよ。

あなたは弊社の商品を買ったら一年間に無料でアップサービスが提供された認定試験に合格するまで利用しても喜んでいます。もしテストの内容が変われば、すぐにお客様に伝えます。弊社はあなた１００％合格率を保証いたします。

試験番号：HD0-300問題集
試験科目：Help Desk Manager
最近更新時間：2014-06-03
問題と解答：全176問 HD0-300 全真模擬試験
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

試験番号：HD0-400問題集
試験科目：HDI Qualified Customer Support Specialist
最近更新時間：2014-06-03
問題と解答：全120問 HD0-400 最新な問題集
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

試験番号：QQ0-401問題集
試験科目：SDI-Service Desk Foundation Qualification
最近更新時間：2014-06-03
問題と解答：全120問 QQ0-401 資格認定
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

IT認証試験に合格したい受験生の皆さんはきっと試験の準備をするために大変悩んでいるでしょう。しかし準備しなければならないのですから、落ち着かない心理になりました。しかし、JPexamのHDIのQQ0-401トレーニング資料を利用してから、その落ち着かない心はなくなった人がたくさんいます。JPexamのHDIのQQ0-401トレーニング資料を持っていたら、自信を持つようになります。試験に合格しない心配する必要がないですから、気楽に試験を受けることができます。これは心のヘルプだけではなく、試験に合格することで、明るい明日を持つこともできるようになります。

購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.jpexam.com/HD0-300_exam.html

NO.1 Your support organization has 20 frontline analysts. The Call Management System
produces performance reports that show the amount of time each analyst is on the
phone, performing wrap-up work, and not available. Reports also show the number
of calls taken and the average talk-time per agent.
Based on these reports, what should the manager do to improve the support
organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A

HDI   HD0-300費用   HD0-300 PDF   HD0-300書籍

NO.2 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D

HDI虎の巻   HD0-300合格点   HD0-300虎の巻   HD0-300攻略

NO.3 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C

HDI   HD0-300   HD0-300内容   HD0-300   HD0-300学習

NO.4 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D

HDI資格   HD0-300フリーク   HD0-300過去   HD0-300

NO.5 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C

HDI   HD0-300参考書   HD0-300

NO.6 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C

HDI方法   HD0-300取得   HD0-300参考書

NO.7 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C

HDI難易度   HD0-300書籍   HD0-300 vue

NO.8 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D

HDI受験記   HD0-300   HD0-300認定

HD0-300最新な問題集、HD0-200学習教材

いつもあなたに最高のHD0-300認定試験に関連する試験参考書を与えられるために、JPexamは常に問題集の質を改善し、ずっと最新の試験のシラバスに応じて問題集を更新しています。現在の市場では、JPexamはあなたの最もよい選択です。長い間にわたって、JPexamは多くの受験生に認可されました。私を信じていないなら、周りの人々に聞いてみてもいいです。JPexamの試験問題集を利用したことがある人がきっといますから。JPexamは最優秀な試験HD0-300参考書を提供してあなたを試験に合格させることを保証します。

JPexamのHD0-200問題集は的中率が100％に達することができます。この問題集は利用したそれぞれの人を順調に試験に合格させます。もちろん、これはあなたが全然努力する必要がないという意味ではありません。あなたがする必要があるのは、問題集に出るすべての問題を真剣に勉強することです。この方法だけで、試験を受けるときに簡単に扱うことができます。いかがですか。JPexamの問題集はあなたを試験の準備する時間を大量に節約させることができます。これはあなたがHD0-200認定試験に合格できる保障です。この資料が欲しいですか。では、早くJPexamのサイトをクリックして問題集を購入しましょう。それに、購入する前に、資料のサンプルを試すことができます。そうすれば、あなたは自分自身で問題集の品質が良いかどうかを確かめることができます。

業種別の人々は自分が将来何か成績を作るようにずっと努力しています。IT業種で勤めているあなたもきっとずっと努力して自分の技能を向上させているでしょう。では、最近最も人気があるHDIのHD0-300認定試験の認証資格を既に取りましたか。HD0-300試験に対して、あなたはいくらぐらい分かっていますか。もしこの試験に関連する知識が非常に不足であると同時にこの試験に合格したい場合、あなたはどうするつもりですか。そうですか。どうするか全然分からないですか。そうしても焦らないでください。JPexamはあなたに援助を提供します。

試験番号：HD0-300問題集
試験科目：Help Desk Manager
最近更新時間：2014-05-21
問題と解答：全176問 HD0-300 復習問題集
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

試験番号：HD0-200問題集
試験科目：HDI Qualified Help Desk Senior Analyst
最近更新時間：2014-05-21
問題と解答：全114問 HD0-200 全真問題集
100％の返金保証。1年間の無料アップデート。

>>詳しい紹介はこちら

 

「成功っていうのはどちらですか。」このように質問した人がいます。私は答えてあげますよ。JPexamを選んだら成功を選ぶということです。JPexamのHDIのHD0-200試験トレーニング資料はIT認証試験を受ける全ての受験生が試験に合格することを助けるものです。この資料はHDIのHD0-200試験のために特別に研究されたもので、受験生からの良い評価をたくさんもらいました。JPexamのHDIのHD0-200試験トレーニング資料を選んだらぜひ成功するということを証明しました。

もし弊社のHDIのHD0-200認証試験について問題集に興味があったら、購入するまえにインターネットで弊社が提供した無料な部分問題集をダウンロードして、君の試験に役に立つかどうかのを自分が判断してください。それにJPexamは一年の無料な更新のサービスを提供いたします。

JPexamのHDIのHD0-300認証試験について最新な研究を完成いたしました。無料な部分ダウンロードしてください。きっと君に失望させないと信じています。最新HDIのHD0-300認定試験は真実の試験問題にもっとも近くて比較的に全面的でございます。

購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.jpexam.com/HD0-200_exam.html

NO.1 You are speaking to Certkiller .com who has an incident that requires you to perform
further research before you can apply a resolution. You document the situation and the
impact.What is the best action to take next? (Choose 1)
A. Close the call
B. Develop a multi-functional team to address the situation
C. Ask your team colleagues to concentrate on this problem with you
D. Explain to the customer what will happen next
Answer: D

HDI   HD0-200教材   HD0-200 PDF   HD0-200   HD0-200問題集   HD0-200問題

NO.2 Which question should you ask to best assess Certkiller .com's experience and knowledge
level? (Choose 1)
A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that held to this situation?
D. Have you spoken with the systems administrator?
Answer: C

HDI   HD0-200入門   HD0-200入門   HD0-200一発合格

NO.3 When designing a help desk technology infrastructure, which two components are most
commonly included? (Choose two)
A. Interactive Voice Response
B. Web Server
C. Telephony system
D. Call logging system
Answer: C, D.

NO.4 You are a help desk analyst and you are having difficulty understanding customer from
another country. What is the best action for you to take? (Choose 1)
A. Ask the customer if there is someone else who speaks your language more fluently
who could assist
B. Ask the customer to email you instead
C. Tell the customer you are sorry but you cannot understand him, and suggest he calls
back another time
D. Tell the customer you will send him a user manual
Answer: A

HDI学習   HD0-200認定証   HD0-200問題集   HD0-200模擬   HD0-200

NO.5 What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks
B. Completing one job before starting the next one
C. Starting tasks and handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D

HDI模擬   HD0-200勉強法   HD0-200合格率   HD0-200日記   HD0-200認定証   HD0-200認定証

NO.6 A help desk analyst is on the phone with Certkiller .com and does not know the solution
for the problem. What is the best technique for them to use to disengage from the call?
(Choose 1)
A. I have the information. I will get back to you as soon as possible
B. Allow me to check this further. I will call you at 10:00 with an update
C. Let me research this, I will call you back as soon as I have a resolution
D. Permit me to check with some other members of my team, I will get back to you as
soon as I review with this them
Answer: B

HDI書籍   HD0-200認証試験   HD0-200問題集

NO.7 Which are two characteristics of active listeners? (Choose two)
A. They demonstrate sympathy
B. They use the customer's name
C. They avoid using verbal attends
D. They listen for, and recognise, emotion words
Answer: B, D.

NO.8 Which three characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus
B. Reactive focus
C. Proactive focus
D. Information giving focus
E. Integrated focus
Answer: B, C, D.

無料にHDIのHD0-300認定試験を更新する

それぞれのIT認証試験を受ける受験生の身近な利益が保障できるために、JPexamは受験生のために特別に作成されたHDIのHD0-300試験トレーニング資料を提供します。この資料はJPexamのIT専門家たちに特別に研究されたものです。彼らの成果はあなたが試験に合格することを助けるだけでなく、あなたにもっと美しい明日を与えることもできます。

しかし、HD0-300試験は簡単ではありません。専門的な知識が必要で、もしあなたはまだこの方面の知識を欠かれば、JPexamは君に向ける知識を提供いたします。JPexamの専門家チームは彼らの知識や経験を利用してあなたの知識を広めることを助けています。そしてあなたにHD0-300試験に関するテスト問題と解答が分析して差し上げるうちにあなたのIT専門知識を固めています。

試験番号：HD0-300問題集
試験科目：Help Desk Manager
最近更新時間：2014-02-17
問題と解答：全176問
100％の返金保証。1年間の無料アップデート。

HD0-300認定試験の準備をするために、JPexam の専門家たちは彼らの豊富な知識と実践を生かして特別なトレーニング資料を研究しました。JPexam のHDIのHD0-300問題集はあなたが楽に試験に受かることを助けます。JPexam のHDIのHD0-300練習テストはHD0-300試験問題と解答、 HD0-300 問題集、HD0-300 書籍やHD0-300勉強ガイドに含まれています。

あなたはインターネットでHDIのHD0-300認証試験の練習問題と解答の試用版を無料でダウンロードしてください。そうしたらあなたはJPexamが用意した問題集にもっと自信があります。早くJPexamの問題集を君の手に入れましょう。

JPexamの助けのもとで君は大量のお金と時間を费やさなくても復楽にHDIのHD0-300認定試験に合格のは大丈夫でしょう。ソフトの問題集はJPexamが実際問題によって、テストの問題と解答を分析して出来上がりました。JPexamが提供したHDIのHD0-300の問題集は真実の試験に緊密な相似性があります。

購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.jpexam.com/HD0-300_exam.html

NO.1 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D

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NO.2 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C

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NO.3 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D

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NO.4 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B

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NO.5 Your support organization has 20 frontline analysts. The Call Management System
produces performance reports that show the amount of time each analyst is on the
phone, performing wrap-up work, and not available. Reports also show the number
of calls taken and the average talk-time per agent.
Based on these reports, what should the manager do to improve the support
organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A

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NO.6 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C

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NO.7 You want to be prepared for a potential decrease in workforce scheduling based on
a decrease in customer service requests. What are the three most likely reasons for a
reduction in call volume? (Choose three)
A. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D

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NO.8 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D

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NO.9 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C

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NO.10 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D

HDI   HD0-300認定証   HD0-300

NO.11 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D

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NO.12 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C

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NO.13 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D

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NO.14 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D

HDI認証試験   HD0-300   HD0-300練習問題

NO.15 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E

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NO.16 A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B

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NO.17 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
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

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NO.18 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A

HDI   HD0-300   HD0-300練習問題   HD0-300過去問

NO.19 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E

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NO.20 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A

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Exam Code: QQ0-100
Exam Name: HDI (HDI qualified help desk analyst(hda))
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 116 Questions and Answers
Last Update: 2013-12-18

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NO.1 Which two are characteristics of a team player? (Choose two.)
A. Courtesy
B. Conformity
C. Participation
D. Independence
Answer: AC

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NO.2 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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NO.3 Which technique will best optimise talk time?
A. Analyst asks clarifying questions
B. Analyst uses business language
C. Customer should be prepared to actively listen
D. Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and
competence level
Answer: D

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NO.4 A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get
the presentation to print. You ask questions about the problem, but the customer keeps talking about
what will happen to her if she does not have the presentation ready. Which two actions should you take to
get the customer's attention? (Choose two.)
A. Empathise with the customer
B. Tell the customer to "snap out of it"
C. Regularly use the customer's first name
D. Raise your voice when asking questions
Answer: AC

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NO.5 What is the number one goal of support services?
A. To give technical support to anyone who calls
B. To resolve all calls requiring technical support
C. To obtain information for any questions that are asked
D. To keep the customer performing at the highest level possible
Answer: D

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NO.6 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: AB

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NO.7 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

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NO.8 What is a key benefit of a knowledge-base system?
A. Increases call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintenance
Answer: B

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NO.9 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

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NO.10 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

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NO.11 Which two are effective techniques for dealing with stress? (Choose two.)
A. Take long breaks
B. Set realistic goals/objectives
C. Exercise and observe good nutrition practices
D. Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up
Answer: BC

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NO.12 What are three reasons for providing consistent service? (Choose three.)
A. To guarantee professionalism
B. To instill confidence in your customer
C. To ensure a commitment to excellence
D. To ensure empathy to customer needs
Answer: ABC

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NO.13 What should you do to assess a customer level of knowledge? What should you do to assess a
customer? level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: A

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NO.14 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services, and personnel
Answer: BD

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NO.15 What is the primary role of support service?
A. To track problems and bugs
B. To provide quality assistance
C. To provide technical resolutions
D. To provide the customer with a knowledge-base
Answer: B

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NO.16 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

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NO.17 Which two organisational characteristics are typically found in a supportive workplace environment?
(Choose two.)
A. High employee morale
B. Low employee turnover
C. High adherence to policies
D. Low superior-subordinate interaction
Answer: AB

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NO.18 You are having a trouble understanding a customer with a strong accent. The first thing you should do
is ______?
A. Find someone else who can understand the customer better
B. Tell the customer you are having difficulty understanding them
C. Ask the customer is there is someone else in their organisation for you to talk to
D. Inform the customer that you cannot understand them and there is nothing you can do to help them
Answer: B

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NO.19 What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
A. Improves quality and accuracy
B. Helps customers make better decisions
C. Results in customers calling less frequently D. Keeps customers up-to-date on new applications
Answer: AB

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NO.20 Which three approaches help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organisation, change the subject
B. Have a good attitude and never speak negatively about your organisation
C. See what you can do to assist any co-worker who is unhappy or experiencing problems
D. Try to have a positive and memorable effect on every person you communicate with each day
Answer: BCD

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Exam Code: HD0-100
Exam Name: HDI (Help Desk Analyst (HDA) )
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 116 Questions and Answers
Last Update: 2013-11-22

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NO.1 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.2 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

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NO.3 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services and personnel
Answer: B, D

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NO.4 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D

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NO.5 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

HDI   HD0-100   HD0-100 practice test   HD0-100   HD0-100

NO.6 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B

HDI practice test   HD0-100 dumps   HD0-100   HD0-100

NO.7 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

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NO.8 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

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NO.9 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

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NO.10 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.11 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

HDI   HD0-100   HD0-100   HD0-100

NO.12 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 server
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: A, B, D

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NO.13 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

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NO.14 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

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NO.15 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.16 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.17 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

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NO.18 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

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NO.19 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.20 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

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Exam Code: HD0-400
Exam Name: HDI (HDI Qualified Customer Support Specialist)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 120 Questions and Answers
Last Update: 2013-11-16

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NO.1 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.2 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

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NO.3 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.4 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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NO.5 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

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NO.6 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

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NO.7 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.8 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.9 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

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NO.10 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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NO.11 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

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NO.12 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.13 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.14 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.15 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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NO.16 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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

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NO.17 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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NO.18 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

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NO.19 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 Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B

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NO.20 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

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Exam Code: HD0-400
Exam Name: HDI (HDI Qualified Customer Support Specialist)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 120 Questions and Answers
Last Update: 2013-11-09

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NO.1 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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NO.2 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 Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B

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NO.3 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.4 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.5 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

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NO.6 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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

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NO.7 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.8 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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NO.9 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

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NO.10 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.11 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

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NO.12 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

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NO.13 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.14 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.15 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.16 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

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NO.17 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

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NO.18 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

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NO.19 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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NO.20 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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Exam Code: HD0-300
Exam Name: HDI (Help Desk Manager)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 176 Questions and Answers
Last Update: 2013-10-04

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NO.1 What are three functions of an effective support organization in managing
unresolved support issues? (Choose three)
A. recording unresolved issues
B. resolving customer issues
C. escalating unresolved issues
D. monitoring unresolved issues
E. communicating the status of issues
Answer: C,D,E

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NO.2 Which three technologies enable Help Desks to achieve their performance goals?
(Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Answer: A,B,E

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NO.3 Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
Answer: A

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NO.4 How can you pursue continuous learning to stay current with industry standards?
(Choose two)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to leam new information
D. communicate a need for change by providing a compelling business rationale
Answer: A,C

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NO.5 Service Level Agreements document the level of service provided as well as the level
at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
Answer: A,C

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NO.6 What are three ways to maintain a balanced and positive outlook when adapting to
new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and
concerns.
Answer: A,B,D

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NO.7 An upcoming production rollout could heavily impact normal off-shifts. You decide
to move schedules to cover the upcoming increase in calls. After the staff expresses
their concerns about having to work the new shifts with little warning, you still
decide to implement your off-schedule shift change.
Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as still necessary
Answer: D

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NO.8 You are supporting someone from a different culture. How can you improve your
communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: B,C,D

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NO.9 Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time
employees
D. Contract employees are allowed to work hours that are not specifically defined by
their company.
Answer: C

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NO.10 Which two service parameters are normally addressed in a Service Level
Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Answer: C,D

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NO.11 Organizational development needs are determined by which three methods?
(Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Answer: B,C,D

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NO.12 Which traits should a Help Desk manager look for an analyst to determine if the
analyst can effectively multitask?
A. handles stress and prioritize
B. takes the initiative and is creative
C. takes chances and switches topics
D. changes perspectives often and is self sufficient
Answer: A

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NO.13 Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. Average After Call Work Time
Answer: B,C,D

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NO.14 A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.
Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
Answer: B

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NO.15 Your Help Desk is 24x7 and covers support for many areas throughout the country.
An upcoming snow storm is expected to cause power outage.
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

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NO.16 Your support organization has 20 frontline analysts. The Call Management System
produces performance reports that show the amount of time each analyst is on the
phone, performing wrap-up work, and not available. Reports also show the number
of calls taken and the average talk-time per agent.
Based on these reports, what should the manager do to improve the support
organization's performance?
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the most talk time.
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least :not available" time
Answer: A

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NO.17 What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Answer: D

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NO.18 What are three benefits of mentoring programs? (Choose three)
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision statements.
Answer: A,B,C

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NO.19 You want to be prepared for a potential decrease in workforce scheduling based on
a decrease in customer service requests. What are the three most likely reasons for a
reduction in call volume? (Choose three)
A. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. System are more stable and mature.
E. Overall business/workforce is reduced.
Answer: A,B,D

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NO.20 Which practice is important in improving the supportive atmosphere found in an
open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Answer: B

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