Help Desk Analyst (HDA) (HD0-100) Practice Test

Questions # 11:

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

Options:

Requires lower maintenance

Saves time and money

Decreases network traffic

Increases call volume

Questions # 12:

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.)

Options:

Empathise with the customer

Regularly use the customer's first name

Tell the customer to "snap out of it"

Raise your voice when asking questions

Questions # 13:

Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a Drag and Drop question, click the Help button.

Question # 13

Options:

Questions # 14:

Companies typically restrict access to which three types of data? (Choose three.)

Options:

Office location

Personnel records

Proprietary information

Payroll information

Questions # 15:

For which two reasons is it important to have documented processes and procedures? (Choose two.)

Options:

Justification for not meeting customer expectations

Ensures consistent service

Identifies areas out of policy

Promotes adherence to policies

Questions # 16:

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

Options:

Customers will receive the same level of professionalism

It is an effective way to handle difficult customers

It is important to put the customer at ease

The close of a telephone call is as important as the greeting

Questions # 17:

Which three are benefits of a call management system? (Choose three.)

Options:

The analyst is able to view the customers contact information

The analyst is able to view the customers call history

The analyst is able to view the customers password information

The analyst is able to log the customers problem

Questions # 18:

What does the abbreviation CTI stand for?

Options:

Computer Telephony Integration

Calls, Telephones, and Internet

Customer Telephone Interface

Customised Telephony Intelligence

Questions # 19:

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

Options:

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Exercise and observe good nutrition practices

Take long breaks

Questions # 20:

What is deductive reasoning?

Options:

Reasoning based on experience and intuition

Reasoning based on analysis and experience

Reasoning based on intuition and process of elimination

Reasoning based on logic and analysis

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