HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 1:

  Which three metrics would be affected by training? (Choose three.)

  A. Abandon rate
  B. Average call time
  C. After call work time
  D. First call resolution
  B. Average call time
  C. After call work time
  D. First call resolution

• Question 2:

  What is deductive reasoning?

  A. Reasoning based on experience and intuition
  B. Reasoning based on analysis and experience
  C. Reasoning based on intuition and process of elimination
  D. Reasoning based on logic and analysis
  D. Reasoning based on logic and analysis

• Question 3:

  Which two are characteristics of unsuccessful teams? (Choose two.)

  A. Good team morale
  B. Lack objectives
  C. Lack of ownership
  D. Independence
  B. Lack objectives
  C. Lack of ownership

• Question 4:

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

  A. What is your login ID?
  B. Are you logged on to the network?
  C. Can you access e-mail?
  D. Which drives are displayed on your computer?
  D. Which drives are displayed on your computer?

• Question 5:

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

  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?
  A. Which drives are displayed on your computer?

• Question 6:

  Which two techniques are used to match a caller's style? (Choose two.)

  A. Style
  B. Paraphrasing
  C. Restating
  D. Vocabulary
  A. Style
  D. Vocabulary

• Question 7:

  What is inductive reasoning?

  A. Reasoning based on experience and intuition
  B. Reasoning based on logic and analysis
  C. Reasoning based on intuition and process of elimination
  D. Reasoning based on analysis and experience
  A. Reasoning based on experience and intuition

• Question 8:

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

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

• Question 9:

  Which statement best describes logical problem solving?

  A. Finding a workaround in the shortest possible time
  B. Organising a problem into a series of rational, orderly steps
  C. Applying a project management approach
  D. A reactive process
  B. Organising a problem into a series of rational, orderly steps

• Question 10:

  A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

  A. Transfer the call to a more experienced analyst
  B. Begin troubleshooting
  C. Repeat back to the customer what you thought you heard
  D. Ask the customer to repeat the problem back to you
  C. Repeat back to the customer what you thought you heard