Help Desk Analyst (HDA) v3.0 (HD0-100)

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Total 116 questions

Which topologies are used to provide interconnectivity between networks?

  • A. RS-232, Analogue, and Voice
  • B. T-1s, ISDN, and Mainframe
  • C. Ethernet, Fibre Optic, and Token Ring
  • D. TCP/IP, UNIX, and IPX/SPX


Answer : C

In which three situations is escalating a call to management appropriate? (Choose three.)

  • A. When you have little or no experience with the problem
  • B. When you have exhausted all your available resources
  • C. When the customer requests it
  • D. When the service level agreement (SLA) requires it


Answer : B,C,D

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

  • 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


Answer : A,C,D

Which approach is preferable when responding to a customer?

  • A. Use industry terminology to educate the customer
  • B. Use vocabulary to match the customer's level of knowledge
  • C. Use acronyms that are commonly used in the industry
  • D. Use the simplest terminology that is understood by all levels of knowledge


Answer : B

What is a key benefit of using a web site for reference?

  • A. It provides private access
  • B. It provides searchable topic fields
  • C. It is printable
  • D. It is computer-based


Answer : B

What is paraphrasing?

  • A. Using lots of long words when speaking to a customer
  • B. Telling the customer what they meant to say
  • C. Repeating what the customer says using your own words
  • D. Repeating what the customer says in their words


Answer : C

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?

  • A. Instruct another analyst to conduct follow-up
  • B. E-mail an apology to the customer
  • C. Notify your manager of the situation
  • D. Wait and see if the customer calls back


Answer : C

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

  • A. First call resolution rate
  • B. Call return rate
  • C. Abandon rate
  • D. Capture rate


Answer : A

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

  • A. The analyst calls the customer back and blames the incorrect information on bad documentation
  • B. The analyst has another analyst call the customer
  • C. The analyst closes the call and moves to the next call
  • D. The analyst calls the customer back to correct the information


Answer : D

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

  • 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


Answer : A,C,D

Which three approaches help create a positive business reputation? (Choose three.)

  • A. Try to have a positive and memorable effect on every person you communicate with each day
  • B. See what you can do to assist any co-worker who is unhappy or experiencing problems
  • C. When you hear complaints about your organisation, change the subject
  • D. Have a good attitude and never speak negatively about your organisation


Answer : A,B,D

What is a key benefit of establishing effective inter-departmental relationships?

  • A. Diversity of skill sets is minimised
  • B. Recognition of individual department effort is not required
  • C. Management involvement is separate from individual involvement
  • D. Rapport among organisation members is established


Answer : D

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?

  • 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


Answer : C

What is the primary role of support service?

  • A. To provide technical resolutions
  • B. To track problems and bugs
  • C. To provide the customer with a knowledge-base
  • D. To provide quality assistance


Answer : D

Which three network outages should be assigned a high priority? (Choose three.)

  • A. Customers report that they cannot receive credit card payments due to network connectivity loss
  • B. Fifteen database developers have no network connectivity in their area of the building or floor
  • C. A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours
  • D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre


Answer : A,B,D

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Total 116 questions