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Master the HDI HD0-100 Exam: Essential Study Tips and Strategies

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

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

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

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

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

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

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

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

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

Exam Code: HD0-100
Certification Provider: HDI
Exam Name: Help Desk Analyst (HDA)
Last Update: Jan 24, 2025
Questions: 116

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