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

Questions 21

In which two instances is it appropriate to use the customers first name? (Choose two.)

Options:

A.

During the initial interaction with the customer

B.

When the customer becomes irate

C.

During informal communication

D.

When you have established a good rapport with the customer

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Questions 22

What are three important attributes of high-quality leaders? (Choose three.)

Options:

A.

They encourage interest and curiosity among subordinates

B.

They use authority and control to direct the subordinates

C.

They provide a channel through which problems can be aired

D.

They stimulate creativity and innovation among subordinates

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Questions 23

You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

Options:

A.

Inform the other help desk analysts

B.

Troubleshoot the problem yourself

C.

Wait for customers to call the help desk

D.

Call all customers that use the server

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Questions 24

Companies typically restrict access to which three types of data? (Choose three.)

Options:

A.

Office location

B.

Personnel records

C.

Proprietary information

D.

Payroll information

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Questions 25

You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

Options:

A.

Escalate the problem

B.

Ask a peer

C.

Use reference documentation

D.

Suggest that the customer ask a peer

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Questions 26

What are three reasons for providing consistent service? (Choose three.)

Options:

A.

To ensure empathy to customer needs

B.

To guarantee professionalism

C.

To ensure a commitment to excellence

D.

To instill confidence in your customer

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Questions 27

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

Options:

A.

Requires lower maintenance

B.

Saves time and money

C.

Decreases network traffic

D.

Increases call volume

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Questions 28

Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

Options:

A.

Broadcast messaging

B.

Short text messaging

C.

Voice mail

D.

E-mail

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Questions 29

Which two are characteristics of unsuccessful teams? (Choose two.)

Options:

A.

Good team morale

B.

Lack objectives

C.

Independence

D.

Lack of ownership

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Questions 30

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

Options:

A.

Corporate home pages

B.

Work/problem ticket request pages

C.

Frequently asked questions (FAQs)

D.

Knowledge databases

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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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