File Info
| Exam | Help Desk Analyst (HDA) |
| Number | HD0-100 |
| File Name | HDI.HD0-100.CertKiller.2020-02-24.55q.vcex |
| Size | 27 KB |
| Posted | Feb 24, 2020 |
| Download | HDI.HD0-100.CertKiller.2020-02-24.55q.vcex |
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Demo Questions
Question 1
What two considerations need to be made when sharing workspace? (Choose two.)
- Maintain a clean environment.
- Discretion and courtesy when decorating.
- Share only with persons with similar likes/dislikes.
- None, each person needs to take care of it themselves.
Correct answer: AB
Question 2
Which two are characteristics of unsuccessful teams? (Choose two.)
- Independence
- Lack objectives
- Lack of ownership
- Good team morale
Correct answer: BC
Question 3
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
- Determine management bonuses.
- Identify changes to products, services and processes.
- Measure performance of individual analysts at the help desk.
- Evaluate customer satisfaction with products, services and personnel.
Correct answer: BD
Question 4
For which two reasons is it important to have documented processes and procedures? (Choose two.)
- Ensures consistent service.
- Identifies areas out of policy.
- Promotes adherence to policies.
- Justification for not meeting customer expectations.
Correct answer: AC
Question 5
Which question allows you to determine whether or not your customer is logged on to the network?
- What is your login ID?
- Can you access e-mail?
- Are you logged on to the network?
- Which drives are displayed on your computer?
Correct answer: D
Question 6
Which two techniques are used to match a caller's style? (Choose two.)
- Style
- Restating
- Vocabulary
- Paraphrasing
Correct answer: AC
Question 7
Which three approached help create a positive business reputation? (Choose three.)
- When you hear complaints about your organization, change the subject.
- Have a good attitude and never speak negatively about your organization.
- See what you can do to assist any co-worker who is unhappy or experiencing problems.
- Try to have a positive and memorable effect on every person you communicate with each day.
Correct answer: BCD
Question 8
Which three media can be used to conduct surveys? (Choose three.)
- E-mail
- The Internet
- A suggestion box
- Personal interviews
Correct answer: ACD
Question 9
Companies typically restrict access to which three types of data? (Choose three.)
- Office location
- Personnel records
- Payroll information
- Proprietary information
Correct answer: BCD
Question 10
Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)
- E-mail
- Voice mail
- Short text messaging
- Broadcast messaging
Correct answer: AC
