HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 101:

  A customer satisfaction survey is important because it obtains information about .

  A. The customer base
  B. Individual analyst performance
  C. Management performance
  D. Customer service performance
  D. Customer service performance

• Question 102:

  What two considerations need to be made when sharing workspace? (Choose two.)

  A. Discretion and courtesy when decorating
  B. Share only with persons with similar likes/dislikes
  C. Maintain a clean environment
  D. None, each person needs to take care of it themselves
  A. Discretion and courtesy when decorating
  C. Maintain a clean environment

• Question 103:

  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
  A. Set realistic goals/objectives
  C. Exercise and observe good nutrition practices

• Question 104:

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

• Question 105:

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

• Question 106:

  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
  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

• Question 107:

  What are three characteristics of effective inter-departmental relationships? (Choose three.)

  A. Support of other departments even when they make a mistake
  B. Shared management responsibilities
  C. Treatment of others in yourorganisation as if they were your customer
  D. Shared information between departments within yourorganisation
  A. Support of other departments even when they make a mistake
  C. Treatment of others in yourorganisation as if they were your customer
  D. Shared information between departments within yourorganisation

• Question 108:

  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
  A. Analysts attend Help Desk meetings
  C. Analysts take part in the decision-making process

• Question 109:

  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
  C. Average speed of answer

• Question 110:

  What is the first thing you should do if you think there is unlicensed software on computers at your company?

  A. Notify software vendor
  B. Notify IT/legal/security departments
  C. Notify industry piracy association
  D. Do nothing, everyone already knows
  B. Notify IT/legal/security departments