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

Questions 1

Which technique will best optimise talk time?

Options:

A.

Analyst uses business language

B.

Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level

C.

Analyst asks clarifying questions

D.

Customer should be prepared to actively listen

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Questions 2

Why are customer satisfaction surveys important?

Options:

A.

They determine the percentage of first call resolution (FCR)

B.

They reveal how the help desk is perceived by the customer

C.

They reveal what abandon rate is acceptable

D.

They determine what level of support the customer is receiving

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Questions 3

A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

Options:

A.

Transfer the call to a more experienced analyst

B.

Begin troubleshooting

C.

Repeat back to the customer what you thought you heard

D.

Ask the customer to repeat the problem back to you

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Questions 4

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?

Options:

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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Questions 5

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

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Questions 6

Which two facts about customer satisfaction are true? (Choose two.)

Options:

A.

More customer contacts can be made over the phone than in person

B.

It is more costly to retain a customer than acquire a new one

C.

More customers are lost to poor service than poor product

D.

Customers form opinions about organisations based on contact with a small portion of that organisation

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Questions 7

What is the number one goal of support services?

Options:

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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Questions 8

What is the primary role of support service?

Options:

A.

To provide the customer with a knowledge-base

B.

To provide technical resolutions

C.

To provide quality assistance

D.

To track problems and bugs

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Questions 9

A customer satisfaction survey is important because it obtains information about _____.

Options:

A.

The customer base

B.

Individual analyst performance

C.

Management performance

D.

Customer service performance

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Questions 10

Which two are characteristics of a team player? (Choose two.)

Options:

A.

Independence

B.

Conformity

C.

Courtesy

D.

Participation

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Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Last Update: Jul 16, 2024
Questions: 116

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