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Master the Help Desk Analyst (HDA) HD0-100 Exam with Confidence!

Questions 11

What does the abbreviation CTI stand for?

Options:

A.

Computer Telephony Integration

B.

Calls, Telephones, and Internet

C.

Customer Telephone Interface

D.

Customised Telephony Intelligence

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Questions 12

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

Options:

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

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Questions 13

Which two are effective techniques for dealing with stress? (Choose two.)

Options:

A.

Exercise and observe good nutrition practices

B.

Set realistic goals/objectives

C.

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

D.

Take long breaks

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Questions 14

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

Options:

A.

Evaluate customer satisfaction with products, services, and personnel

B.

Determine employee bonuses

C.

Measure individual analyst performance

D.

Trend customer satisfaction between annual surveys

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Questions 15

What is a key benefit of establishing effective inter-departmental relationships?

Options:

A.

Diversity of skill sets is minimised

B.

Recognition of individual department effort is not required

C.

Management involvement is separate from individual involvement

D.

Rapport among organisation members is established

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Questions 16

What is the first thing you should do if you think there is unlicensed software on computers at your company?

Options:

A.

Notify software vendor

B.

Notify IT/legal/security departments

C.

Notify industry piracy association

D.

Do nothing, everyone already knows

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Questions 17

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

Options:

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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Questions 18

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

Options:

A.

Be confident

B.

Be agreeable to all customer opinions

C.

Be talkative

D.

Be efficient

E.

Be enthusiastic, but natural

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Questions 19

Which three are the most common type of network problems? (Choose three.)

Options:

A.

Collisions, congestion, and delays

B.

Segment or ring does not respond, traffic limited, no workaround

C.

Systems will not reboot

D.

Users cannot reach connected devices, i.e., PC, servers, workstations

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Questions 20

Which three network outages should be assigned a high priority? (Choose three.)

Options:

A.

Customers report that they cannot receive credit card payments due to network connectivity loss

B.

Fifteen database developers have no network connectivity in their area of the building or floor

C.

A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours

D.

One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre

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Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Last Update: Jun 14, 2024
Questions: 116

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