Download Help Desk Analyst (HDA).HD0-100.CertKiller.2020-02-24.55q.vcex

Vendor: HDI
Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Date: Feb 24, 2020
File Size: 27 KB
Downloads: 1
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Demo Questions

Question 1
What two considerations need to be made when sharing workspace? (Choose two.)
  1. Maintain a clean environment.
  2. Discretion and courtesy when decorating.
  3. Share only with persons with similar likes/dislikes.
  4. None, each person needs to take care of it themselves.
Correct answer: AB
Question 2
Which two are characteristics of unsuccessful teams? (Choose two.)
  1. Independence
  2. Lack objectives
  3. Lack of ownership
  4. Good team morale
Correct answer: BC
Question 3
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
  1. Determine management bonuses.
  2. Identify changes to products, services and processes.
  3. Measure performance of individual analysts at the help desk.
  4. 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.)
  1. Ensures consistent service.
  2. Identifies areas out of policy.
  3. Promotes adherence to policies.
  4. 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?
  1. What is your login ID?
  2. Can you access e-mail?
  3. Are you logged on to the network?
  4. 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.)
  1. Style
  2. Restating
  3. Vocabulary
  4. Paraphrasing
Correct answer: AC
Question 7
Which three approached help create a positive business reputation? (Choose three.)
  1. When you hear complaints about your organization, change the subject.
  2. Have a good attitude and never speak negatively about your organization.
  3. See what you can do to assist any co-worker who is unhappy or experiencing problems.
  4. 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.)
  1. E-mail
  2. The Internet
  3. A suggestion box
  4. Personal interviews
Correct answer: ACD
Question 9
Companies typically restrict access to which three types of data? (Choose three.)
  1. Office location
  2. Personnel records
  3. Payroll information
  4. 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.)
  1. E-mail
  2. Voice mail
  3. Short text messaging
  4. Broadcast messaging
Correct answer: AC
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