HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 51:

  Which three are characteristics of a good negotiator? (Choose three.)

  A. Presents multiple options
  B. Clearly identifies who/what is at fault
  C. Develops realistic expectations
  D. Focuses on what is needed
  A. Presents multiple options
  C. Develops realistic expectations
  D. Focuses on what is needed

• Question 52:

  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. Wait for customers to call the help desk
  D. Call all customers that use the server
  A. Inform the other help desk analysts

• Question 53:

  Which three are common characteristics of successful teams? (Choose three.)

  A. Clear understanding of goals/objectives
  B. Conform to group pressure and viewpoint
  C. Share a high level of mutual trust
  D. Possess relevant technical skills
  A. Clear understanding of goals/objectives
  C. Share a high level of mutual trust
  D. Possess relevant technical skills

• Question 54:

  During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?

  A. Explain to the customer what you just did
  B. Ask the customer if he is married
  C. Ask the customer where he resides
  D. Explain how the help desk benefits the customer
  A. Explain to the customer what you just did

• Question 55:

  What is a key benefit of purchasing a knowledge database?

  A. It provides comprehensive information on proprietary applications
  B. It is inexpensive to purchase
  C. It provides comprehensive information on commonly used hardware and software
  D. It is inexpensive to update
  C. It provides comprehensive information on commonly used hardware and software

• Question 56:

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

  A. Exercise and observe good nutrition practices
  B. Set realistic goals/objectives
  C. Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up
  D. Take long breaks
  A. Exercise and observe good nutrition practices
  B. Set realistic goals/objectives

• Question 57:

  Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

  A. Identify changes to products, services and processes
  B. Determine management bonuses
  C. Measure performance of individual analysts at the help desk
  D. Evaluate customer satisfaction with products, services, and personnel
  A. Identify changes to products, services and processes
  D. Evaluate customer satisfaction with products, services, and personnel

• Question 58:

  Which system allows a customer to choose among various options when calling a help desk?

  A. Optional Response Routing (ORR)
  B. Voice Recognition System (VRS)
  C. Multiple Option System (MOS)
  D. Interactive Voice Response (IVR)
  D. Interactive Voice Response (IVR)

• Question 59:

  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
  A. Broadcast messaging
  D. E-mail

• Question 60:

  Which two are characteristics of a team player? (Choose two.)

  A. Independence
  B. Conformity
  C. Courtesy
  D. Participation
  C. Courtesy
  D. Participation