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HDI HD0-100 - Help Desk Analyst (HDA)

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Total 116 questions

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

A.

It provides searchable topic fields

B.

It provides private access

C.

It is computer-based

D.

It is printable

Companies typically restrict access to which three types of data? (Choose three.)

A.

Office location

B.

Personnel records

C.

Proprietary information

D.

Payroll information

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

In which three ways can you create a positive image of your organisation? (Choose three.)

A.

Provide consistent and fair services

B.

Display sensitivity to the feelings of your customers

C.

Follow all call-flow procedures

D.

Respond to customers in a timely fashion

Why is using a uniform greeting and closing with the customer an essential telephone skill?

A.

Customers will receive the same level of professionalism

B.

It is an effective way to handle difficult customers

C.

It is important to put the customer at ease

D.

The close of a telephone call is as important as the greeting

What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A.

Keeps customers up-to-date on new applications

B.

Results in customers calling less frequently

C.

Helps customers make better decisions

D.

Improves quality and accuracy

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

A.

Find someone else who can understand the customer better

B.

Inform the customer that you cannot understand them and there is nothing you can do to help them

C.

Ask the customer is there is someone else in their organisation for you to talk to

D.

Tell the customer you are having difficulty understanding them

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

You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A.

Suggest that the customer ask a peer

B.

Ask a peer

C.

Escalate the problem

D.

Use reference documentation

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

A.

Determine what the real need is

B.

Develop alternatives

C.

Inform the customer that the product is not supported

D.

Apologise for not being able to assist the customer