HDI Qualified Customer Support Specialist
Questions, Answers, Braindumps (HD0-400)
to www.braindumps.org for my help.
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
C. A problem is a significant incident with an unknown
D. A problem is a single incident with a known solution.
Which of the following is most likely to be a barrier
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support
C. The customer position in the business.
D. The level of support provided by the Support Centre.
What is the most important reason for using customer
A. Customer satisfaction surveys allow customers to
say what they really think without offending Support
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.
Abc .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
A. Ask if they have tried the website and give them
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.
What is the most important reason why Support Centres
A. Incident monitoring is done by all good Support
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary
D. Incident monitoring results in improved quality