HD0-100 Exam Dumps - Help Desk Analyst (HDA)

Question # 4

Which two characterise a successful negotiator? (Choose two.)

Focuses on the best solution

Presents a plan of how to get to the solution

Viewed as a problem solver

Steps to the customers side for understanding

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Question # 5

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

Customers will receive the same level of professionalism

It is an effective way to handle difficult customers

It is important to put the customer at ease

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

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Question # 6

What are peripheral devices?

Devices that are connected to the computer, but are external in relationship to the processing unit

Devices that are connected to the computer and become the processing unit

Devices that are connected to the computer, but are neither internal nor external to the processing unit

Devices that are connected to the computer and are internal in relationship to the processing unit

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Question # 7

For which two reasons do help desk's log all calls? (Choose two.)

Measure frequency of calls

Prove the help desk is right

Provide an audit trail of activities

Allows ticket monitoring

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Question # 8

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?

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

Refer the customer to the service level agreement (SLA)

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

Record the problem as a low severity

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Question # 9

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?

Transfer the call to a more experienced analyst

Begin troubleshooting

Repeat back to the customer what you thought you heard

Ask the customer to repeat the problem back to you

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Question # 10

Which statement about telephone etiquette is true?

Gum chewing is acceptable as long as the customer cannot hear it

Eating is okay as long as you obtain the customer's consent

"Please hold" is an appropriate way to answer the telephone when you are busy

It is customary to pick up the telephone between one to three rings

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Question # 11

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

Determine what the real need is

Develop alternatives

Inform the customer that the product is not supported

Apologise for not being able to assist the customer

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Question # 12

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

Ask the customer if a start button or disk icon appears on the screen

Ask the customer if he is the only one who can print to this printer

Ask the customer if he has experienced any problems recently with any other applications

Guide the customer through checking the printer connection and making sure the power is turned on

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Question # 13

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

Clear understanding of goals/objectives

Conform to group pressure and viewpoint

Share a high level of mutual trust

Possess relevant technical skills

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Question # 14

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

Empathise with the customer

Regularly use the customer's first name

Tell the customer to "snap out of it"

Raise your voice when asking questions

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Question # 15

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

Presents multiple options

Clearly identifies who/what is at fault

Develops realistic expectations

Focuses on what is needed

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