HDI HDI World wide Certification HD0-100 Questions & Answers

• Question 41:

  What is the primary role of support service?

  A. To provide technical resolutions

  B. To track problems and bugs

  C. To provide the customer with a knowledge-base

  D. To provide quality assistance

  Correct Answer: D

• Question 42:

  Which three network outages should be assigned a high priority? (Choose three.)

  A. Customers report that they cannot receive credit card payments due to network connectivity loss

  B. Fifteen database developers have no network connectivity in their area of the building or floor

  C. A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours

  D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre

  Correct Answer: ABD

• Question 43:

  Which three skills should a network administrator's skill set include? (Choose three.)

  A. Perform loop-back tests

  B. Run tests on automated intranet password reset system

  C. Conduct remote diagnostics on the network interface card (NIC)

  D. Perform PING, Telnet, and trace route tests

  Correct Answer: ACD

• Question 44:

  Which three approaches help create a positive business reputation? (Choose three.)

  A. Try to have a positive and memorable effect on every person you communicate with each day

  B. See what you can do to assist any co-worker who is unhappy or experiencing problems

  C. When you hear complaints about yourorganisation, change the subject

  D. Have a good attitude and never speak negatively about yourorganisation

  Correct Answer: ABD

• Question 45:

  What is a key benefit of establishing effective inter-departmental relationships?

  A. Diversity of skill sets isminimised

  B. Recognition of individual department effort is not required

  C. Management involvement is separate from individual involvement

  D. Rapport amongorganisation members is established

  Correct Answer: D

• Question 46:

  An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

  A. The analyst calls the customer back and blames the incorrect information on bad documentation

  B. The analyst has another analyst call the customer

  C. The analyst closes the call and moves to the next call

  D. The analyst calls the customer back to correct the information

  Correct Answer: D

• Question 47:

  What are three important attributes of high-quality leaders? (Choose three.)

  A. They encourage interest and curiosity among subordinates

  B. They use authority and control to direct the subordinates

  C. They provide a channel through which problems can be aired

  D. They stimulate creativity and innovation among subordinates

  Correct Answer: ACD

• Question 48:

  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. Instruct another analyst to conduct follow-up

  B. E-mail an apology to the customer

  C. Notify your manager of the situation

  D. Wait and see if the customer calls back

  Correct Answer: C

• Question 49:

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

  A. First call resolution rate

  B. Call return rate

  C. Abandon rate

  D. Capture rate

  Correct Answer: A

• Question 50:

  Which approach is preferable when responding to a customer?

  A. Use industry terminology to educate the customer

  B. Use vocabulary to match the customer's level of knowledge

  C. Use acronyms that are commonly used in the industry

  D. Use the simplest terminology that is understood by all levels of knowledge

  Correct Answer: B