HD0-400 Practice Exam Questions and Answers

A.  

Abandon before answer (ABA)

B.  

Average time to respond (ATR)

C.  

Incident quality score (IQS)

D.  

Total faxes received (TFR)

A.  

An incident is a call routed by the AC

D.  

B.  

An incident is an event that causes an interruption to normal service.

C.  

An incident is any call from a customer.

D.  

An incident is a management statistic.

A.  

Knowledge management.

B.  

Incident management.

C.  

Staff management.

D.  

Problem management.

A.  

A problem is a significant incident with an unknown cause.

B.  

A problem is a group of incidents that recur occasionally.

C.  

A problem is a group of incidents with different symptoms.

D.  

A problem is a single incident with a known solution.

A.  

Unsuccessful teams have sufficient time to perform tasks.

B.  

Unsuccessful teams contain unmotivated team members.

C.  

Unsuccessful teams set clear goals.

D.  

Unsuccessful teams are proactive.

A.  

Security policies allow network faults to be detected.

B.  

Security policies facilitate call monitoring.

C.  

Security policies enable incident monitoring.

D.  

Security policies protect data integrity.

A.  

An assertive person respects operating procedures.

B.  

An assertive person respects status.

C.  

An assertive person respects authority.

D.  

An assertive person respects the rights of others.

A.  

Let the customer know you understand how they feel.

B.  

Allow the customer to cry until they get it out of their system.

C.  

Tell the customer a story about a similar bad experience.

D.  

Ask the customer to pull themselves together.

A.  

Teamwork involves competing with others to prove you are the best.

B.  

Teamwork involves keeping ideas to yourself in case they do not work.

C.  

Teamwork involves working separately to achieve personal goals.

D.  

Teamwork involves having all team members participate.

A.  

I appreciate how critical this problem is for you right now.

B.  

You have all of my sympathy right now.

C.  

Have you ever used this system before?

D.  

I know youe angry, but that won help the situation.