HDI HD0-100 - Help Desk Analyst (HDA) Exam
Page: 3 / 24
Total 116 questions
Question #11 (Topic: )
Which statement about service level agreements (SLAs) is true?
A. SLAs are used to document service provider expectations only
B. SLAs are used to document customer and service provider expectations
C. SLAs are used to document customer expectations only
D. SLAs are not used to document customer or service provider expectations
Answer: B
Question #12 (Topic: )
In what three ways can you convey to the customer a desire and ability to help? (Choose
three.)
three.)
A. Be confident
B. Be agreeable to all customer opinions
C. Be talkative
D. Be efficient
E. Be enthusiastic, but natural
Answer: A,D,E
Question #13 (Topic: )
Which four statements about self-help materials are true? (Choose four.)
A. Their location should be explained to employees
B. They should be user-friendly
C. They should contain accurate information
D. They should be timely and relevant
E. They should replace the need for instructor-led training
Answer: A,B,C,D
Question #14 (Topic: )
In which four circumstances is it appropriate to use open questions? (Choose three.)
A. When you have exhausted your possibilities
B. When your time is limited
C. When you need to build rapport
D. When you need the customer to elaborate
Answer: A,C,D
Question #15 (Topic: )
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Identify changes to products, services and processes
B. Determine management bonuses
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services, and personnel
Answer: A,D
