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HDI HD0-100 - Help Desk Analyst (HDA)

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Total 116 questions

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

In which two instances is it appropriate to use the customers first name? (Choose two.)

A.

During the initial interaction with the customer

B.

When the customer becomes irate

C.

During informal communication

D.

When you have established a good rapport with the customer

Which question allows you to determine whether or not your customer is logged on to the network?

A.

What is your login ID?

B.

Are you logged on to the network?

C.

Can you access e-mail?

D.

Which drives are displayed on your computer?

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

What are peripheral devices?

A.

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

B.

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

C.

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

D.

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

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

What is the primary purpose of an on-going (event) survey?

A.

Evaluate customer satisfaction with products, services, and personnel

B.

Determine employee bonuses

C.

Measure individual analyst performance

D.

Trend customer satisfaction between annual surveys

Who is responsible for maintaining a working environment conducive to effective inter-departmental relationships?

A.

Executive management

B.

Department managers

C.

Everyone

D.

Human resources

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.)

A.

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

B.

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

C.

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

D.

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

What are peripheral devices?

A.

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

B.

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

C.

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

D.

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