HD0-100 Online Practice Questions and Answers

What is a key benefit of purchasing a knowledge database?

A. It provides comprehensive information on proprietary applications

B. It is inexpensive to purchase

C. It provides comprehensive information on commonly used hardware and software

D. It is inexpensive to update

You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A. Inform the other help desk analysts

B. Troubleshoot the problem yourself

C. Call all customers that use the server

D. Wait for customers to call the help desk

What are three key strengths of critical thinkers? (Choose three.)

A. They are logical

B. They are empathetic

C. They are analytical

D. They areorganised

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

Which system allows a customer to choose among various options when calling a help desk?

A. Optional Response Routing (ORR)

B. Voice Recognition System (VRS)

C. Multiple Option System (MOS)

D. Interactive Voice Response (IVR)

Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A. Broadcast messaging

B. Short text messaging

C. Voice mail

D. E-mail

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 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

Which technique will best optimise talk time?

A. Customer should be prepared to actively listen

B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level

C. Analyst uses business language

D. Analyst asks clarifying 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

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 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 techniques are important for keeping a customer focused? (Choose two.)

A. Self-help systems

B. Paraphrasing

C. Open questions

D. Closed questions

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

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