HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 81:

  What are three techniques of active listening? (Choose three.)

  A. Concentrating
  B. Acknowledging the customer
  C. Taking notes
  D. Researching the problem
  A. Concentrating
  B. Acknowledging the customer
  C. Taking notes

• Question 82:

  Which three approaches help create a positive business reputation? (Choose three.)

  A. When you hear complaints about yourorganisation, change the subject
  B. See what you can do to assist any co-worker who is unhappy or experiencing problems
  C. Have a good attitude and never speak negatively about yourorganisation
  D. 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. Have a good attitude and never speak negatively about yourorganisation
  D. Try to have a positive and memorable effect on every person you communicate with each day

• Question 83:

  A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

  A. Transfer the call to a more experienced analyst
  B. Begin troubleshooting
  C. Repeat back to the customer what you thought you heard
  D. Ask the customer to repeat the problem back to you
  C. Repeat back to the customer what you thought you heard

• Question 84:

  For which two reasons do help desk's log all calls? (Choose two.)

  A. Measure frequency of calls
  B. Prove the help desk is right
  C. Provide an audit trail of activities
  D. Allows ticket monitoring
  A. Measure frequency of calls
  C. Provide an audit trail of activities

• Question 85:

  What is a key benefit of establishing effective inter-departmental relationships?

  A. Diversity of skill sets isminimised
  B. Recognition of individual department effort is not required
  C. Management involvement is separate from individual involvement
  D. Rapport amongorganisation members is established
  D. Rapport amongorganisation members is established

• Question 86:

  What is the primary role of support service?

  A. To provide technical resolutions
  B. To track problems and bugs
  C. To provide the customer with a knowledge-base
  D. To provide quality assistance
  D. To provide quality assistance

• Question 87:

  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
  C. To provide quality assistance

• Question 88:

  Which three metrics would be affected by training? (Choose three.)

  A. Abandon rate
  B. Average call time
  C. After call work time
  D. First call resolution
  B. Average call time
  C. After call work time
  D. First call resolution

• Question 89:

  What are three important attributes of high-quality leaders? (Choose three.)

  A. They encourage interest and curiosity among subordinates
  B. They use authority and control to direct the subordinates
  C. They provide a channel through which problems can be aired
  D. They stimulate creativity and innovation among subordinates
  A. They encourage interest and curiosity among subordinates
  C. They provide a channel through which problems can be aired
  D. They stimulate creativity and innovation among subordinates

• Question 90:

  What is a key benefit of using a web site for reference?

  A. It provides searchable topic fields
  B. It provides private access
  C. It is computer-based
  D. It is printable
  A. It provides searchable topic fields