HD0-100 Practice Exam Questions with Answers Help Desk Analyst (HDA) Certification

SLAs are used to document service provider expectations only

SLAs are used to document customer and service provider expectations

SLAs are used to document customer expectations only

SLAs are not used to document customer or service provider expectations

Gum chewing is acceptable as long as the customer cannot hear it

Eating is okay as long as you obtain the customer's consent

"Please hold" is an appropriate way to answer the telephone when you are busy

It is customary to pick up the telephone between one to three rings

Inform the other help desk analysts

Troubleshoot the problem yourself

Call all customers that use the server

Wait for customers to call the help desk

Broadcast messaging

Short text messaging

Voice mail

E-mail

Keeps customers up-to-date on new applications

Results in customers calling less frequently

Helps customers make better decisions

Improves quality and accuracy

Ask the customer if a start button or disk icon appears on the screen

Ask the customer if he is the only one who can print to this printer

Ask the customer if he has experienced any problems recently with any other applications

Guide the customer through checking the printer connection and making sure the power is turned on

Customers will receive the same level of professionalism

It is an effective way to handle difficult customers

It is important to put the customer at ease

The close of a telephone call is as important as the greeting

Notify software vendor

Notify IT/legal/security departments

Notify industry piracy association

Do nothing, everyone already knows

Transfer the call to a more experienced analyst

Begin troubleshooting

Repeat back to the customer what you thought you heard

Ask the customer to repeat the problem back to you

Presents multiple options

Clearly identifies who/what is at fault

Develops realistic expectations

Focuses on what is needed

To give technical support to anyone who calls

To resolve all calls requiring technical support

To obtain information for any questions that are asked

To keep the customer performing at the highest level possible

Shift start and end times

Resolved tickets per day

Scheduled break times

Average talk time expectations

Corporate home pages

Frequently asked questions (FAQs)

Work/problem ticket request pages

Knowledge databases

ACD

Integration server

IVR

NT domain server

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Exercise and observe good nutrition practices

Take long breaks

It provides comprehensive information on proprietary applications

It is inexpensive to purchase

It provides comprehensive information on commonly used hardware and software

It is inexpensive to update

The analyst calls the customer back to correct the information

The analyst closes the call and moves to the next call

The analyst has another analyst call the customer

The analyst calls the customer back and blames the incorrect information on bad documentation

It provides private access

It provides searchable topic fields

It is printable

It is computer-based

Determine priority/severity and collect/document the appropriate information

Escalate to a manager to reassign the call

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

Instruct another analyst to conduct follow-up

E-mail an apology to the customer

Notify your manager of the situation

Wait and see if the customer calls back

The analyst is able to view the customers contact information

The analyst is able to view the customers call history

The analyst is able to view the customers password information

The analyst is able to log the customers problem

Support of other departments even when they make a mistake

Shared management responsibilities

Treatment of others in your organisation as if they were your customer

Shared information between departments within your organisation

Inform the other help desk analysts

Troubleshoot the problem yourself

Wait for customers to call the help desk

Call all customers that use the server

When you hear complaints about your organisation, change the subject

See what you can do to assist any co-worker who is unhappy or experiencing problems

Have a good attitude and never speak negatively about your organisation

Try to have a positive and memorable effect on every person you communicate with each day

Justification for not meeting customer expectations

Ensures consistent service

Identifies areas out of policy

Promotes adherence to policies

Average talk time

Average call time

Average speed of answer

Average capture time

Executive management

Department managers

Everyone

Human resources

To ensure empathy to customer needs

To guarantee professionalism

To ensure a commitment to excellence

To instill confidence in your customer

Try to have a positive and memorable effect on every person you communicate with each day

See what you can do to assist any co-worker who is unhappy or experiencing problems

When you hear complaints about your organisation, change the subject

Have a good attitude and never speak negatively about your organisation