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試験番号：QQ0-401問題集
試験科目：SDI-Service Desk Foundation Qualification
最近更新時間：2014-04-02
問題と解答：全120問
100％の返金保証。1年間の無料アップデート。
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QQ0-401認定試験の認証資格を既に取りましたか。QQ0-401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。
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NO.1 Which of the following best describes your sales and marketing role within the Service Desk?
A.Log the opportunity so that it can be followed up on at a later date.
B.Recognise opportunities to increase business and know what to do with them.
C.Refer any business opportunities to the marketing department.
D.Stop trying to resolve the problem and concentrate on increasing the business.
Answer:B
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NO.2 Which is a best practice for dealing with stress?
A.Answer fewer inquiries.
B.Confront the issues that are causing stress.
C.Stop customers from venting.
D.Take time off work.
Answer:B
HDI QQ0-401認定資格 QQ0-401
NO.3 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 Service Desk.
C.The customer position in the business.
D.The level of support provided by the Service Desk.
Answer:B
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NO.4 Which statement best characterises a friendly and supportive workplace?
A.Management encourages extensive overtime.
B.Team members help each other.
C.Team members work alone.
D.Team members work only their allotted hours.
Answer:B
HDI QQ0-401過去問 QQ0-401認定資格 QQ0-401 QQ0-401
NO.5 What is a best practice when writing e-mail?
A.Use animation to emphasise your point.
B.Use different colours to improve readability.
C.Use emoticons to convey empathy.
D.Use standard headers and footers for consistency.
Answer:D
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NO.6 What is a best practice for handling phone calls?
A.Clear your desk of any clutter.
B.Show the customer sympathy.
C.Use a standard greeting.
D.Use formal titles when greeting customers.
Answer:C
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NO.7 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
HDI認証試験 QQ0-401問題集 QQ0-401問題集 QQ0-401過去問
NO.8 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
HDI QQ0-401認定資格 QQ0-401認定試験 QQ0-401 QQ0-401
NO.9 What type of question will best encourage a customer to talk more about their Incident?
A.Closed questions.
B.Open questions.
C.Technical questions.
D.Personal questions.
Answer:B
HDI QQ0-401 QQ0-401 QQ0-401
NO.10 Which process is concerned with the capture, structure, and reuse of solutions?
A.Call management.
B.Incident management.
C.Knowledge management.
D.Problem management.
Answer:C
HDI過去問 QQ0-401 QQ0-401 QQ0-401認定資格
NO.11 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
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NO.12 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
HDI QQ0-401認定試験 QQ0-401
NO.13 What is the most important reason for maintaining legal compliance in the Service Desk?
A.Maintaining legal compliance prevents other teams seeing what the Service Desk does.
B.Maintaining legal compliance protects the organisation assets.
C.Maintaining legal compliance protects you from blame.
D.Maintaining legal compliance protects your managers.
Answer:B
HDI QQ0-401認定証 QQ0-401過去問 QQ0-401
NO.14 Which metric is used to measure the average amount of time that a customer waits before a call is
answered?
A.Abandon before answer.
B.Availability.
C.Average speed to answer.
D.First contact resolution.
Answer:C
HDI認証試験 QQ0-401 QQ0-401 QQ0-401 QQ0-401
NO.15 What is the most important benefit of being empathetic towards your customers?
A.Your customers will know that you feel sorry for them.
B.Your customers will know that you can fix their problem for them.
C.Your customers will know that you understand how they feel.
D.Your customers will want to talk to you whenever they call.
Answer:C
HDI QQ0-401過去問 QQ0-401
NO.16 What is a common metric used to measure Service Desk performance?
A.Abandon before answer (ABA)
B.Average time to respond (ATR)
C.Incident quality score (IQS)
D.Total faxes received (TFR)
Answer:A
HDI参考書 QQ0-401 QQ0-401認定証 QQ0-401 QQ0-401
NO.17 What is the best reason for using proper grammar and spelling when documenting Incidents?
A.Not using proper grammar and spelling is sloppy.
B.Not using proper grammar and spelling will anger the customer.
C.Using proper grammar and spelling is professional.
D.Using proper grammar and spelling will impress your supervisor.
Answer:C
HDI QQ0-401 QQ0-401練習問題 QQ0-401問題集 QQ0-401
NO.18 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
HDI QQ0-401 QQ0-401認証試験 QQ0-401
NO.19 What is the best description of an Incident?
A.An Incident is any call from a customer.
B.An Incident is a call routed by the ACD.
C.An Incident is a management statistic.
D.An Incident causes an interruption to normal service.
Answer:D
HDI QQ0-401 QQ0-401 QQ0-401練習問題 QQ0-401認定証
NO.20 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 asks to speak to a manager.
D.Escalate an Incident if the Service Desk is short of staff.
Answer:C
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