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QQ0-401 - SDI-Service Desk Foundation Qualification - Dump Information

Vendor : HDI
Exam Code : QQ0-401
Exam Name : SDI-Service Desk Foundation Qualification
Questions and Answers : 120 Q & A
Updated On : January 9, 2018
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QQ0-401 Questions and Answers


QUESTION: 107

What is one of the differences between open and closed questions?

  1. Closed questions are used to receive short responses, and open questions to encourage conversation.
  2. Closed questions seek elaboration, and open questions seek confirmation.
  3. Open questions are scripted, and closed questions are made up on the spot.
  4. There is no difference between open and closed questions.

Answer: A


QUESTION: 108

What is the best description of knowledge management?

  1. Knowledge management is capturing and reusing an organisation information.
  2. Knowledge management is creating a graph or chart of known problems.
  3. Knowledge management is a system for storing and reusing information.
  4. Knowledge management is organising the Service Desk e-mail archives.

Answer: A


QUESTION: 109

What is the best reason for documenting processes and procedures?

  1. Documenting processes and procedures enforces workplace culture.
  2. Documenting processes and procedures ensures consistent service.
  3. Documenting processes and procedures keeps you occupied during down time.
  4. Documenting processes and procedures prevents customers from asking for special treatment.

Answer: B


QUESTION: 110

What is the best reason for using proper grammar and spelling when documenting Incidents?

  1. Management may read the documentation.
  2. Using proper grammar and spelling improves your confidence.
  3. You and your team are judged on the quality of your documentation.
  4. Your team mates will laugh at you if your spelling is poor.

Answer: C


QUESTION: 111

What is a best practice for effective cross-cultural communication?

  1. Ask open questions.
  2. Increase the pace of the call.
  3. Repeat everything that the customer says.
  4. Use proper language expressions.

Answer: D


QUESTION: 112

What is the benefit of good teamwork to an organisation?

  1. Better employees with more skills.
  2. Enhanced career opportunities across the organisation.
  3. Improved overall quality of service provided.
  4. Increased capability for technical support and delivery.

Answer: C


QUESTION: 113

Which statement best describes your role in the Incident Management process?

  1. Conduct customer satisfaction surveys for each Incident.
  2. Escalate all Incidents to other groups.
  3. Log and document all Incidents.
  4. Resolve each Incident to the customer satisfaction.

Answer: C


QUESTION: 114

Which is the most important consideration when setting the priority of an Incident?

  1. The availability of a workaround.
  2. The complexity of the Incident.
  3. The customer urgency for resolution.
  4. The location of the customer with the Incident.

Answer: A


QUESTION: 115

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

  1. Set up a video link so you can gesture.
  2. Speak louder and slower for clarification.
  3. Moderate the pace of the call.
  4. Use slang to put the customer at ease.

Answer: C


QUESTION: 116

What is the most important reason for using customer satisfaction surveys?

  1. Customer satisfaction surveys are a useful source for marketing statistics.
  2. Customer satisfaction surveys are required by the service level agreement.
  3. Customer satisfaction surveys identify whether customer expectations are being met.
  4. Customer satisfaction surveys provide management with data required to create a schedule for the Service Desk.

Answer: C


QUESTION: 117

What is a best practice for dealing with stress?

  1. Keep your frustration hidden.
  2. Stay home from work.
  3. Take deep breaths.
  4. Take your frustration out on your partner.

Answer: C


QUESTION: 118

Which type of customer satisfaction survey is planned and scheduled on a periodic basis?

  1. Annual surveys.
  2. Ongoing surveys.
  3. Onetime surveys.
  4. Product surveys.

Answer: A


QUESTION: 119

What is the best way of using silent time effectively?

  1. Build a rapport with your customer.
  2. Check your e-mail.
  3. Identify the best time for your break.
  4. Write an e-mail to a colleague.

Answer: A


QUESTION: 120

Which process is concerned with the analysis of Incidents in order to identify the root cause and to eliminate the Problem?

  1. Call management.

  2. Incident management.
  3. Knowledge management.
  4. Problem management.

Answer: D



HDI QQ0-401 Exam (SDI-Service Desk Foundation Qualification) Detailed Information

Professional Certifications
Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam. In addition to these role based certifications, HDI offers certification in KCS Principles and ITIL Foundation®.
View a complete list of HDI certification courses and get started today!
See HDI Certification Courses >>
HDI Certification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The HDI Standards may be purchased separately. HDI members may download the standards for free.
HDI Support Center Certification
HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).
Certification Courses
HomeCertificationProfessional CertificationsCertification Courses
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Role and Knowledge Based
HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.
Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.
HDI Customer Service Representative Public Classroom Virtual Classroom Online Course Onsite
Discover how to make every customer interaction a great one.
HDI Support Center Analyst Public Classroom Virtual Classroom Online Course Onsite
Develop the skills to create exceptional customer experiences.
HDI Desktop Support Technician Public Classroom Virtual Classroom Online Course Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Technical Support Professional Public Classroom Virtual Classroom Online Course Onsite
Enhance the skills to elevate the customer experience
HDI Support Center Team Lead Public Classroom Virtual Classroom Online Course Onsite
Hone the essential leadership skills required to enhance team performance.
HDI Support Center Manager Public Classroom Virtual Classroom Onsite
Leverage people, processes, and technology to meet service demands.
HDI Desktop Support Manager Public Classroom Virtual Classroom Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Support Center Director Public Classroom Onsite
Strategically lead the service and support organization and increase business value.
KCS Foundation Public Classroom Virtual Classroom Online Course Onsite
Gain awareness of knowledge management best practices and concepts of the KCS methodology
KCS Principles Public Classroom Virtual Classroom Onsite
Learn the practical steps for capturing, storing, and successfully reusing knowledge
HDI Problem Management Professional Public Classroom Virtual Classroom Onsite
Refine your problem management skills to handle incidents before they begin.
HDI Certified Instructor Public Classroom Virtual Classroom Onsite
Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.
ITIL® Foundation Public Classroom Onsite
Learn the language of IT Service Management and the processes that support it.
Coaching Skills for Quality Support Public Classroom Onsite
Coaching skills to improve quality processes and practices in technical service and support organizations.
Online Exam Retake Fee Public Classroom Onsite
Online Exam Retake Fee
Annual Exam Insurance Public Classroom Onsite
Exam Insurance
Online Exam Extension Fee Public Classroom Onsite
Online Exam Extension Fee
Certification Standards
HomeCertificationCertification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam.
All HDI Certification Exams are based solely on the HDI Certification Standards and not on the content in the HDI Courses. HDI Courses are designed to assist a student preparing for an HDI Certification Exam. They reinforce the core concepts of the HDI Certification Standards and provide skills building opportunities for the attendees.
HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
Benefits of Certification
Operational Efficiencies
Organizations find tremendous value in the certification process because it unites their support management and teams around a common mission. Those who have received certification report that the process helped their organization align with the corporate business objectives, improved operational efficiencies and effectiveness, increased employee productivity, optimized performance monitoring and reporting, and fostered customer satisfaction and retention.
Recognition
Show both your customers and the industry at large that providing the highest quality service is of paramount importance to your business model. Certification provides ample opportunity to publicize and promote your support center’s achievement to your executive management team, your customers, and your industry peers.
Employee Morale and Retention
Earning the certification affirms your support center is a positive and rewarding working environment — an environment dedicated to employee training, career development, recognition, and productivity.
Competitive Advantage
Achieving certification recognizes your successful pursuit of optimal service quality and helps you attract new customers and keep existing ones. Place the HDI Certified Support Center logo on your marketing materials, business cards, and signage, and show the world that you’ve joined an elite community of world-class support centers.
Read about Aetna's journey to excellence.
How to Become Certified
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
Watch how Canon Solutions America became HDI Certified for Exceptional Technical Support.
Prices
HDI Support Center Certification Audit: $30,000
HDI Support Center Certification Renewal Audit: $18,000
Pricing is for a single support center at a single location supporting a single customer base. Custom pricing may be required when the support center is located at multiple sites or services multiple customers. Auditor travel expenses are billed separately.
A 10% discount is available to clients who purchased HDI Support Center Certification Audit within 6 months of receiving a HDI Support Center Best Practices Assessment.

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