File Info
| Exam | Help Desk Analyst (HDA) |
| Number | HD0-100 |
| File Name | HDI.HD0-100.VCEplus.2020-02-24.95q.tqb |
| Size | 436 KB |
| Posted | Feb 24, 2020 |
| Download | HDI.HD0-100.VCEplus.2020-02-24.95q.tqb |
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Demo Questions
Question 1
Which metric indicates how often a customer may need a follow-up call to achieve resolution?
- Capture rate
- Abandon rate
- Call return rate
- First call resolution rate
Correct answer: D
Question 2
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 3
Which two are characteristics of unsuccessful teams? (Choose two.)
- Independence
- Lack objectives
- Lack of ownership
- Good team morale
Correct answer: BC
