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  • Exam Name: Help Desk Analyst (HDA)
  • Last Update: May 5, 2024
  • Questions and Answers: 116
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HD0-100 Practice Exam Questions with Answers Help Desk Analyst (HDA) Certification

Question # 6

Which three are common characteristics of successful teams? (Choose three.)

A.

Clear understanding of goals/objectives

B.

Conform to group pressure and viewpoint

C.

Share a high level of mutual trust

D.

Possess relevant technical skills

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Question # 7

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

A.

It provides private access

B.

It provides searchable topic fields

C.

It is printable

D.

It is computer-based

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Question # 8

Why is using a uniform greeting and closing with the customer an essential telephone skill?

A.

Customers will receive the same level of professionalism

B.

It is an effective way to handle difficult customers

C.

It is important to put the customer at ease

D.

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

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Question # 9

Which three are characteristics of a good negotiator? (Choose three.)

A.

Presents multiple options

B.

Clearly identifies who/what is at fault

C.

Develops realistic expectations

D.

Focuses on what is needed

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Question # 10

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A.

E-mail an apology to the customer

B.

Instruct another analyst to conduct follow-up

C.

Wait and see if the customer calls back

D.

Notify your manager of the situation

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Question # 11

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A.

Instruct another analyst to conduct follow-up

B.

E-mail an apology to the customer

C.

Notify your manager of the situation

D.

Wait and see if the customer calls back

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Question # 12

Which two are benefits of teamwork? (Choose two.)

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

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Question # 13

What is a key benefit of purchasing a knowledge database?

A.

It provides comprehensive information on proprietary applications

B.

It is inexpensive to purchase

C.

It provides comprehensive information on commonly used hardware and software

D.

It is inexpensive to update

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Question # 14

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

A.

Find someone else who can understand the customer better

B.

Inform the customer that you cannot understand them and there is nothing you can do to help them

C.

Ask the customer is there is someone else in their organisation for you to talk to

D.

Tell the customer you are having difficulty understanding them

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Question # 15

What is a key benefit of a knowledge-base system?

A.

Requires lower maintenance

B.

Saves time and money

C.

Decreases network traffic

D.

Increases call volume

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Question # 16

Which question allows you to determine whether or not your customer is logged on to the network?

A.

What is your login ID?

B.

Are you logged on to the network?

C.

Can you access e-mail?

D.

Which drives are displayed on your computer?

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Question # 17

What is the number one goal of support services?

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To obtain information for any questions that are asked

D.

To keep the customer performing at the highest level possible

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