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HDI HD0-100 Help Desk Analyst (HDA) Exam Practice Test

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Total 116 questions

Help Desk Analyst (HDA) Questions and Answers

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Question 1

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

Options:

A.

First call resolution rate

B.

Call return rate

C.

Abandon rate

D.

Capture rate

Question 2

What are three benefits of a change management process? (Choose three.)

Options:

A.

Pro-active communication

B.

Timely notification to affected parties

C.

Documentation of affected systems and processes

D.

Timely problem resolution

Question 3

Which technique will best optimise talk time?

Options:

A.

Analyst uses business language

B.

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

C.

Analyst asks clarifying questions

D.

Customer should be prepared to actively listen

Question 4

What are three reasons for providing consistent service? (Choose three.)

Options:

A.

To ensure empathy to customer needs

B.

To guarantee professionalism

C.

To ensure a commitment to excellence

D.

To instill confidence in your customer

Question 5

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

Options:

A.

Executive management

B.

Department managers

C.

Everyone

D.

Human resources

Question 6

Which two are effective techniques for dealing with stress? (Choose two.)

Options:

A.

Set realistic goals/objectives

B.

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

C.

Exercise and observe good nutrition practices

D.

Take long breaks

Question 7

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.)

Options:

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

Question 8

Which three are characteristics of a good negotiator? (Choose three.)

Options:

A.

Presents multiple options

B.

Clearly identifies who/what is at fault

C.

Develops realistic expectations

D.

Focuses on what is needed

Question 9

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

Options:

Question 10

What are three components of CTI? (Choose three.)

Options:

A.

ACD

B.

Integration server

C.

IVR

D.

NT domain server

Question 11

What are three characteristics of effective inter-departmental relationships? (Choose three.)

Options:

A.

Support of other departments even when they make a mistake

B.

Shared management responsibilities

C.

Treatment of others in your organisation as if they were your customer

D.

Shared information between departments within your organisation

Question 12

Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

Options:

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

Question 13

Which technique will best optimise talk time?

Options:

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

Question 14

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

Options:

A.

Raise your voice when asking questions

B.

Empathise with the customer

C.

Regularly use the customer's first name

D.

Tell the customer to "snap out of it"

Question 15

Which three techniques describe basic creative thinking? (Choose three.)

Options:

A.

Taking the complex approach

B.

Changing your perspective

C.

Looking beyond the evident

D.

Developing alternatives

Question 16

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

Options:

A.

Which drives are displayed on your computer?

B.

What is your login ID?

C.

Are you logged on to the network?

D.

Can you access e-mail?

Question 17

Click the Task button. Place the Problem Solving steps in order. For instructions on how to answer a Drag and Drop question, click the Help button.

Options:

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Total 116 questions