HD0-400 HDI Qualified Customer Support Specialist Free Practice Exam Questions (2025 Updated)

Assign a priority level based on how well you know the caller.

Assign a priority level based on the business impact of the incident.

Assign a priority level based on the number of PCs in the department.

Assign a priority level based on how much the customer complains.

Confidence is demonstrated over the phone by taking ownership of incidents.

Confidence is demonstrated over the phone by using a standard greeting.

Confidence is demonstrated over the phone by using the passive voice.

Confidence is demonstrated over the phone by isolating problems.

Demonstrating confidence allows you to demonstrate creativity.

Demonstrating confidence enables you to display your skills and knowledge.

Demonstrating confidence prevents complaints about the Support Centre.

Demonstrating confidence puts you in control of calls.

Incident management is only the responsibility of a supervisor or manager.

Incident management is the restoration of services to minimise the impact on the availability of service.

Incident management is making sure that products work properly before they are implemented.

Incident management is prioritising tasks so that the easiest tasks are finished first.

Maintaining legal compliance prevents employees from downloading music.

Maintaining legal compliance protects identity information.

Maintaining legal compliance protects your personal rights.

Maintaining legal compliance prevents unauthorised internet usage.

Talk time.

Calls abandoned before answered.

Agent availability.

Productivity.

A web master magazine.

The marketing department.

Knowledge Centred Support.

Senior management meetings.

Listen to the customer description of the incident.

Provide the customer with details of the SLA.

Use the CRM system to guide the call.

Ask the customer for a written communication.

A problem is a significant incident with an unknown cause.

A problem is a group of incidents that recur occasionally.

A problem is a group of incidents with different symptoms.

A problem is a single incident with a known solution.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Work to achieve priorities set by customers.

Decide which calls are correctly processed by level 2 support.

Ensure that analysts close all calls.

Screen calls that are received by the Support Centre.

Closed questions.

Technical questions.

Open questions.

Personal questions.

Convey a sincere willingness to help the customer.

Respond to your e-mail while taking customer calls.

Recognise that customers may not be technically literate.

Treat customers in the same way they treat you.

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

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

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

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

Active listening reduces the need for you to talk all day.

Active listening helps to build a wider knowledge base for the organisation.

Active listening improves overall performance against SLAs.

Active listening increases the customer level of satisfaction.

Process management is accomplishing tasks that we can test, report, and improve upon.

Process management is a formal concept that we work with.

Process management is a set of rules that can never be bent or broken.

Process management is red tape that prevents creativity.

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

Reporting security compromises aids in apprehending and prosecuting offenders.

Reporting security compromises demonstrates that the security policy is working.

Reporting security compromises helps prevent similar breaches in the future.

Reporting security compromises facilitates the monitoring of security policies.

Incident monitoring is an ITIL best practice.

Incident monitoring results in improved quality of services.

Incident monitoring is the Support Centre primary function.

Incident monitoring is done by all good Support Centres.