HDI Help Desk Analyst (HDA) - HD0-100 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

What is a benefit of purchasing a knowledge database?

A. It is inexpensive to purchase B. It provides comprehensive information on proprietary applications C. It is inexpensive to update D. It provides comprehensive information on commonly used hardware and software

Discussion 0

Correct Answer: D Vote an answer

Question 2

What are three components of CTI? (choose three)

A. Integration server B. NT domain server C. ACD D. IVR

Discussion 0

Correct Answer: A,C,D Vote an answer

Question 3

In which three circumstances is it appropriate to use open question? (Choose three.)

A. When your time is limited B. When you have exhausted your possibilities C. When you need to build rapport D. When you need the customer elaborate

Discussion 0

Correct Answer: B,C,D Vote an answer

Question 4

What are three obstructions to active listening? (Choose three.)

A. Prior knowledge B. Emotional carry-over C. Positive reinforcement D. Situational constraints

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 5

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

A. Improves quality and accuracy B. Helps customers make better decisions C. Keeps customers up-to-date on new applications D. Results in customers calling less frequently

Discussion 0

Correct Answer: B,D Vote an answer

Question 6

Which three policies assist analysts with managing their time? (Choose three.)

A. Average talk time expectations B. Scheduled break times C. Shift start and end times D. Resolved tickets per day

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 7

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

Discussion 0

Correct Answer: D Vote an answer