HDI HDI Certifications HD0-100 Questions & Answers

• Question 91:

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

  A. Good team morale

  B. Lack objectives

  C. Independence

  D. Lack of ownership

  Correct Answer: BD

• Question 92:

  During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?

  A. Explain to the customer what you just did

  B. Ask the customer if he is married

  C. Ask the customer where he resides

  D. Explain how the help desk benefits the customer

  Correct Answer: A

• Question 93:

  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. E-mail an apology to the customer

  B. Instruct another analyst to conduct follow-up

  C. Wait and see if the customer calls back

  D. Notify your manager of the situation

  Correct Answer: D

• Question 94:

  Which two are benefits of teamwork? (Choose two.)

  A. More buy-in

  B. Reduced flexibility

  C. Higher motivation

  D. Increased sympathy

  Correct Answer: AC

• Question 95:

  What two considerations need to be made when sharing workspace? (Choose two.)

  A. Discretion and courtesy when decorating

  B. Share only with persons with similar likes/dislikes

  C. Maintain a clean environment

  D. None, each person needs to take care of it themselves

  Correct Answer: AC

• Question 96:

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

  A. Executive management

  B. Department managers

  C. Everyone

  D. Human resources

  Correct Answer: C

• Question 97:

  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

  Correct Answer: BD

• Question 98:

  Which statement about telephone etiquette is true?

  A. Gum chewing is acceptable as long as the customer cannot hear it

  B. Eating is okay as long as you obtain the customer's consent

  C. "Please hold" is an appropriate way to answer the telephone when you are busy

  D. It is customary to pick up the telephone between one to three rings

  Correct Answer: D

• Question 99:

  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

  Correct Answer: ACD

• Question 100:

  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

  Correct Answer: AD