File Info
| Exam | Help Desk Analyst (HDA) |
| Number | HD0-100 |
| File Name | HDI.HD0-100.VCEplus.2020-02-24.95q.vcex |
| Size | 216 KB |
| Posted | Feb 24, 2020 |
| Download | HDI.HD0-100.VCEplus.2020-02-24.95q.vcex |
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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
Question 4
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 5
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 6
You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?
- Escalate to a manager to reassign the call.
- Determine priority/severity and collect/document the appropriate information.
- Set a call back time and tell the customer you will review the call with an expert.
- Inform the customer of the product limitations you are aware of, but assure them they will receive support.
Correct answer: B
Question 7
What should you do to assess a customer level of knowledge?
- Ask open questions.
- Ask closed questions.
- Provide more detailed explanations.
- Assume the customer has a basic level of knowledge.
Correct answer: B
Question 8
What is the key benefit of a positive work environment?
- Diversification of skill sets is minimized.
- Rapport among team members is increased.
- The need for recognition of individual effort is minimized.
- Management involvement is separated from individual involvement.
Correct answer: D
Question 9
Place the network terms that are most related to one another and that provide similar functionality next to each other.
Correct answer: To work with this question, an Exam Simulator is required.
Question 10
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
