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

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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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