HDI HDI World wide Certification HD0-100 Questions & Answers

• Question 101:

  Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

  A. Corporate home pages

  B. Work/problem ticket request pages

  C. Frequently asked questions (FAQs)

  D. Knowledge databases

  Correct Answer: BCD

• Question 102:

  In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

  A. Be confident

  B. Be agreeable to all customer opinions

  C. Be talkative

  D. Be efficient

  E. Be enthusiastic, but natural

  Correct Answer: ADE

• Question 103:

  Which four statements about self-help materials are true? (Choose four.)

  A. Their location should be explained to employees

  B. They should be user-friendly

  C. They should contain accurate information

  D. They should be timely and relevant

  E. They should replace the need for instructor-led training

  Correct Answer: ABCD

• Question 104:

  Which metric indicates how long a customer has to wait before talking to an analyst?

  A. Average talk time

  B. Average call time

  C. Average speed of answer

  D. Average capture time

  Correct Answer: C

• Question 105:

  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

  Correct Answer: B

• Question 106:

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

  A. Keeps customers up-to-date on new applications

  B. Results in customers calling less frequently

  C. Helps customers make better decisions

  D. Improves quality and accuracy

  Correct Answer: CD

• Question 107:

  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

  Correct Answer: A

• Question 108:

  You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?

  A. Find someone else who can understand the customer better

  B. Ask the customer is there is someone else in theirorganisation for you to talk to

  C. Inform the customer that you cannot understand them and there is nothing you can do to help them

  D. Tell the customer you are having difficulty understanding them

  Correct Answer: D

• Question 109:

  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

  Correct Answer: ACD

• Question 110:

  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.)

  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

  Correct Answer: AB