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HD0-400 Questions and Answers

Question # 1

What is a best practice for assigning a priority level for an incident?

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.

Question # 2

A customer calls with a problem you know they could solve using the Support Centre web site. What is a best practice for encouraging the customer to try self-help?

Ask if they have tried the website and give them the answer.

Respectfully talk them through the self-help process.

Send them an e-mail with a link to the web site.

Tell them that the answer is on the web site and give them the URL.

Question # 3

What is the best reason for documenting processes and procedures?

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures prevents customers from asking for special treatment.

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