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Test4Direct provides latest PDF questions of HDI QQ0-100 exam. You have an opportunity to pass the HDI QQ0-100 exam in one go. Test4Direct is most accurate source to prepare HDI QQ0-100 exam as your success will become site’s responsibility after purchasing QQ0-100 exam product. There are also lots of discounts and promotion offers that you can avail. Let’s try a free demo http://www.test4direct.com/QQ0-100.html
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HDI<br />
<strong>QQ0</strong>-<strong>100</strong><br />
Help Desk Analyst (HDA)<br />
Demo Product<br />
To Buy Full Set of <strong>Exam</strong> Questions, Visit:<br />
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Question: 1<br />
Which metric indicates how often A cus<strong>to</strong>mer may need a follow-up call <strong>to</strong> achieve resolution?<br />
A. Capture rate<br />
B. Abandon rate<br />
C. Call return rate<br />
D. First call resolution rate<br />
Question: 2<br />
What two considerations need <strong>to</strong> be made when sharing workspace? (Choose two.)<br />
A. Maintain a clean environment<br />
B. Discretion and courtesy when decorating<br />
C. Share only with persons with similar likes/dislikes<br />
D. None, each person needs <strong>to</strong> take care of it themselves<br />
Question: 3<br />
Which two are characteristics of unsuccessful teams? (Choose two.)<br />
A. Independence<br />
B. Lack objectives<br />
C. Lack of ownership<br />
D. Good team morale<br />
Question: 4<br />
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)<br />
A. Determine management bonuses<br />
B. Identify changes <strong>to</strong> products, services and processes<br />
C. Measure per<strong>for</strong>mance of individual analysts at the help desk<br />
D. Evaluate cus<strong>to</strong>mer satisfaction with products, services and personnel<br />
Question: 5<br />
Answer: D<br />
Answer: A, B<br />
Answer: B, C<br />
Answer: B, D
For which two reasons is it important <strong>to</strong> have documented processes and procedures? (Choose two.)<br />
A. Ensures consistent service<br />
B. Identifies areas out of policy<br />
C. Promotes adherence <strong>to</strong> policies<br />
D. Justification <strong>for</strong> not meeting cus<strong>to</strong>mer expectations<br />
Question: 6<br />
Question: 7<br />
Question: 8<br />
Answer: A, C<br />
You have little or no expertise with a product. While speaking in a confident <strong>to</strong>ne, what should you<br />
do <strong>to</strong> provide effective support?<br />
A. Escalate <strong>to</strong> a manager <strong>to</strong> reassign the call<br />
B. Determine priority/severity and collect/document the appropriate in<strong>for</strong>mation<br />
C. Set a call back time and tell the cus<strong>to</strong>mer you will review the call with an expert<br />
D. In<strong>for</strong>m the cus<strong>to</strong>mer of the product limitations you are aware of, but assure them they will receive<br />
support<br />
What should you do <strong>to</strong> assess A cus<strong>to</strong>mer level of knowledge?<br />
A. Ask open questions<br />
B. Ask closed questions<br />
C. Provide more detailed explanations<br />
D. Assume the cus<strong>to</strong>mer has a basic level of knowledge<br />
What is the key benefit of a positive work environment?<br />
A. Diversification of skill sets is minimized<br />
B. Rapport among team members is increased<br />
C. The need <strong>for</strong> recognition of individual ef<strong>for</strong>t is minimized<br />
D. Management involvement is separated from individual involvement<br />
Question: 9<br />
Answer: B<br />
Answer: B<br />
Answer: D<br />
Place the network terms that are most related <strong>to</strong> one another and that provide similar functionality<br />
next <strong>to</strong> each other.
Answer:<br />
Question: 10<br />
Which question allows you <strong>to</strong> determine whether or not your cus<strong>to</strong>mer is logged on <strong>to</strong> the network?<br />
A. What is your login ID?<br />
B. Can you access e-mail?<br />
C. Are you logged on <strong>to</strong> the network?<br />
D. Which drives are displayed on your computer?<br />
Answer: D
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