HDI HD0-400 - HDI Qualified Customer Support Specialist Exam
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Total 120 questions
Question #11 (Topic: )
Whicht is an example of data that must be protected by security policies?
A. Department addresses.
B. Personal information.
C. General telephone numbers.
D. Head office marketing handouts.
Answer: B
Question #12 (Topic: )
What is the best description of an operational level agreement?
A. An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.
B. An operational level agreement is an agreement between internal support teams and vendors.
C. An operational level agreement is an agreement between first level support and other internal support teams.
D. An operational level agreement is an agreement between IT and its customers.
Answer: C
Question #13 (Topic: )
What is the best reason for demonstrating confidence?
A. Demonstrating confidence allows you to demonstrate creativity.
B. Demonstrating confidence enables you to display your skills and knowledge.
C. Demonstrating confidence prevents complaints about the Support Centre.
D. Demonstrating confidence puts you in control of calls.
Answer: D
Question #14 (Topic: )
Which Support Centre process provides a framework for collaboration, provides information
to customers, and lowers the overall cost of support?
to customers, and lowers the overall cost of support?
A. Knowledge management.
B. Incident management.
C. Staff management.
D. Problem management.
Answer: A
Question #15 (Topic: )
Which statement best describes the concept of providing consistent service?
A. Priorities are assigned based on the customer abilities.
B. Priorities are assigned based on the Support Centre call volume.
C. Priorities are assigned based on the customer wishes.
D. Priorities are assigned based on the service level agreement.
Answer: D
