HDI HDI World wide Certification HD0-100 Questions & Answers

• Question 11:

  What are peripheral devices?

  A. Devices that are connected to the computer, but are neither internal nor external 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 and are internal in relationship to the processing unit

  D. Devices that are connected to the computer, but are external in relationship to the processing unit

  Correct Answer: D

• Question 12:

  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

  Correct Answer: C

• Question 13:

  Which statement best describes communication within a positive work environment?

  A. Peer-to-peer communication works best within the department

  B. Managers are responsible for initiating vertical communication

  C. Communication among all members of theorganisation is maximised

  D. E-mail and automated communications mediums are used extensively

  Correct Answer: C

• 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.)

  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"

  Correct Answer: BC

• Question 15:

  What is a key benefit of using a web site for reference?

  A. It provides searchable topic fields

  B. It provides private access

  C. It is computer-based

  D. It is printable

  Correct Answer: A

• Question 16:

  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.)

  A. Empathise with the customer

  B. Regularly use the customer's first name

  C. Tell the customer to "snap out of it"

  D. Raise your voice when asking questions

  Correct Answer: AB

• Question 17:

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

  A. Exercise and observe good nutrition practices

  B. Set realistic goals/objectives

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

  D. Take long breaks

  Correct Answer: AB

• Question 18:

  Which three are common characteristics of successful teams? (Choose three.)

  A. Clear understanding of goals/objectives

  B. Conform to group pressure and viewpoint

  C. Share a high level of mutual trust

  D. Possess relevant technical skills

  Correct Answer: ACD

• Question 19:

  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

  Correct Answer: AC

• Question 20:

  Which two statements describe active listening? (Choose two.)

  A. Interrupt the caller to clarify statements

  B. Eliminate internal biases and negative thoughts

  C. Listen for ideas and images, not just words

  D. Place the caller on hold to take notes

  Correct Answer: BC