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HDI HD0-100 - Help Desk Analyst (HDA)

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Page: 3 / 4
Total 116 questions

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

Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

A.

Low employee turnover

B.

Low superior-to-subordinate interaction

C.

Low turnover rate between organisations

D.

High employee morale

What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

A.

Ask open questions

B.

Provide more detailed explanations

C.

Assume the customer has a basic level of knowledge

D.

Ask closed questions

What is the number one goal of support services?

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked

Why are customer satisfaction surveys important?

A.

They determine the percentage of first call resolution (FCR)

B.

They reveal how the help desk is perceived by the customer

C.

They reveal what abandon rate is acceptable

D.

They determine what level of support the customer is receiving

What is a key benefit of a knowledge-base system?

A.

Requires lower maintenance

B.

Saves time and money

C.

Decreases network traffic

D.

Increases call volume

Which two actions reflect a supportive help desk environment? (Choose two.)

A.

Analysts attend Help Desk meetings

B.

Analysts work through lunch

C.

Analysts take part in the decision-making process

D.

Analysts work with specific customer issues

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A.

Determine priority/severity and collect/document the appropriate information

B.

Escalate to a manager to reassign the call

C.

Set a call back time and tell the customer you will review the call with an expert

D.

Inform the customer of the product limitations you are aware of, but assure them they will receive support

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

A.

The analyst calls the customer back to correct the information

B.

The analyst closes the call and moves to the next call

C.

The analyst has another analyst call the customer

D.

The analyst calls the customer back and blames the incorrect information on bad documentation

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