HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 91:

  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
  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

• Question 92:

  Which three policies assist analysts with managing their time? (Choose three.)

  A. Shift start and end times
  B. Resolved tickets per day
  C. Scheduled break times
  D. Average talk time expectations
  A. Shift start and end times
  C. Scheduled break times
  D. Average talk time expectations

• Question 93:

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

• Question 94:

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

  A. Ensures consistent service
  B. Justification for not meeting customer expectations
  C. Promotes adherence to policies
  D. Identifies areas out of policy
  A. Ensures consistent service
  C. Promotes adherence to policies

• Question 95:

  Which technique will best optimise talk time?

  A. Customer should be prepared to actively listen
  B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level
  C. Analyst uses business language
  D. Analyst asks clarifying questions
  B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level

• Question 96:

  Which three are benefits of a call management system? (Choose three.)

  A. The analyst is able to view the customers contact information
  B. The analyst is able to view the customers call history
  C. The analyst is able to view thecustomers password information
  D. The analyst is able to log thecustomers problem
  A. The analyst is able to view the customers contact information
  B. The analyst is able to view the customers call history
  D. The analyst is able to log thecustomers problem

• Question 97:

  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
  C. You are open to learning
  D. You offer more options

• Question 98:

  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
  A. First call resolution rate

• Question 99:

  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
  C. Helps customers make better decisions
  D. Improves quality and accuracy

• Question 100:

  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. Inform the customer that you cannot understand them and there is nothing you can do to help them
  C. Ask the customer is there is someone else in theirorganisation for you to talk to
  D. Tell the customer you are having difficulty understanding them
  D. Tell the customer you are having difficulty understanding them