HDI HDI Certifications HD0-100 Questions & Answers

• Question 71:

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

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

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

  C. The analyst has another analyst call the customer

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

  Correct Answer: A

• Question 72:

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

  A. Set realistic goals/objectives

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

  C. Exercise and observe good nutrition practices

  D. Take long breaks

  Correct Answer: AC

• Question 73:

  For which two reasons is it important to have documented processes and procedures? (Choose two.)

  A. Justification for not meeting customer expectations

  B. Ensures consistent service

  C. Identifies areas out of policy

  D. Promotes adherence to policies

  Correct Answer: BD

• Question 74:

  In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

  A. You rely on the obvious

  B. You use the same tools

  C. You are open to learning

  D. You offer more options

  Correct Answer: CD

• Question 75:

  Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

  A. Low employee turnover

  B. Low superior-to-subordinate interaction

  C. Low turnover rate betweenorganisations

  D. High employee morale

  Correct Answer: AD

• Question 76:

  Which technique will best optimise talk time?

  A. Analyst uses business language

  B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level

  C. Analyst asks clarifying questions

  D. Customer should be prepared to actively listen

  Correct Answer: B

• Question 77:

  Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)

  A. High adherence to policies

  B. Low employee turnover

  C. High employee morale

  D. Low superior-subordinate interaction

  Correct Answer: BC

• Question 78:

  What is the primary role of support service?

  A. To provide the customer with a knowledge-base

  B. To provide technical resolutions

  C. To provide quality assistance

  D. To track problems and bugs

  Correct Answer: C

• Question 79:

  A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

  A. Ask the customer if a start button or disk icon appears on the screen

  B. Ask the customer if he is the only one who can print to this printer

  C. Ask the customer if he has experienced any problems recently with any other applications

  D. Guide the customer through checking the printer connection and making sure the power is turned on

  Correct Answer: BCD

• Question 80:

  Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

  A. Broadcast messaging

  B. Short text messaging

  C. Voice mail

  D. E-mail

  Correct Answer: AD