HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 11:

  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
  C. Notify your manager of the situation

• Question 12:

  What is a key benefit of a knowledge-base system?

  A. Requires lower maintenance
  B. Saves time and money
  C. Decreases network traffic
  D. Increases call volume
  B. Saves time and money

• Question 13:

  What are peripheral devices?

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

• Question 14:

  A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

  A. Determine what the real need is
  B. Develop alternatives
  C. Inform the customer that the product is not supported
  D. Apologise for not being able to assist the customer
  A. Determine what the real need is
  B. Develop alternatives

• Question 15:

  What is the primary purpose of an on-going (event) survey?

  A. Evaluate customer satisfaction with products, services, and personnel
  B. Determine employee bonuses
  C. Measure individual analyst performance
  D. Trend customer satisfaction between annual surveys
  D. Trend customer satisfaction between annual surveys

• 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
  A. Empathise with the customer
  B. Regularly use the customer's first name

• Question 17:

  Why is using a uniform greeting and closing with the customer an essential telephone skill?

  A. Customers will receive the same level of professionalism
  B. It is an effective way to handle difficult customers
  C. It is important to put the customer at ease
  D. The close of a telephone call is as important as the greeting
  A. Customers will receive the same level of professionalism

• Question 18:

  Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

  A. Corporate home pages
  B. Frequently asked questions (FAQs)
  C. Work/problem ticket request pages
  D. Knowledge databases
  B. Frequently asked questions (FAQs)
  C. Work/problem ticket request pages
  D. Knowledge databases

• Question 19:

  Which question allows you to determine whether or not your customer is logged on to the network?

  A. What is your login ID?
  B. Are you logged on to the network?
  C. Can you access e-mail?
  D. Which drives are displayed on your computer?
  D. Which drives are displayed on your computer?

• Question 20:

  You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

  A. Inform the other help desk analysts
  B. Troubleshoot the problem yourself
  C. Call all customers that use the server
  D. Wait for customers to call the help desk
  A. Inform the other help desk analysts