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HD0-400 pdf

HD0-400 PDF

Last Update Nov 22, 2024
Total Questions : 120

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Last Update Nov 22, 2024
Total Questions : 120

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HDI Qualified Customer Support Specialist

Last Update Nov 22, 2024
Total Questions : 120

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HD0-100 - Help Desk Analyst (HDA)

HDI Qualified Customer Support Specialist Questions and Answers

Questions 1

What is a best practice to follow when leaving a voice message?

Options:

A.

Leave an amusing sound bite to make the customer laugh.

B.

Provide the customer with an incident or call reference number.

C.

Give the customer your opinion of the second level support team.

D.

Provide the address for the Support Centre Web site.

Questions 2

Some of your customers speak different languages to your own. What is a best practice for communicating effectively when helping these customers?

Options:

A.

Set up a video link so you can gesture.

B.

Speak louder and slower for clarification.

C.

Use slang to put the customer at ease.

D.

Moderate the pace of the call.

Questions 3

What statement best describes the purpose of incident management?

Options:

A.

The purpose of incident management is to manage the service level agreement.

B.

The purpose of incident management is to manage the customer expectation.

C.

The purpose of incident management is to restore normal service as quickly as possible.

D.

The purpose of incident management is to ensure that all calls are logged.

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