Help Desk Analyst (HDA) : HD0-100 Exam Premium File as PDF & Test Engine

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the key benefit of using a web site for reference?

A) It is printable
B) It is computer-based
C) It provides searchable topic fields
D) It provides private access

2. Which statement about telephone etiquette is true?

A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) Eating is okay as long as you obtain the customer's consent
C) It is customary to pick up the telephone between one to three rings
D) Gum chewing is acceptable as long as the customer cannot hear it

3. What is the primary purpose of an on-going (event) survey?

A) Determine employee bonuses
B) Trend customer satisfaction between annual surveys
C) Evaluate customer satisfaction with products, services, and personnel
D) Measure individual analyst performance

4. What are three techniques of active listening? (choose three)

A) Acknowledging the customer
B) Concentrating
C) Taking notes
D) Researching the problem

5. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?

A) Ask the customer if there is someone else in their organization for you to talk to
B) Inform the customer that you cannot understand them and there is nothing you can do to help them
C) Tell the customer you are having difficulty understanding them
D) Find someone else who can understand the customer better

Solutions: