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

Questions # 21:

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

Options:

Clear understanding of goals/objectives

Conform to group pressure and viewpoint

Share a high level of mutual trust

Possess relevant technical skills

Questions # 22:

You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

Options:

Suggest that the customer ask a peer

Ask a peer

Escalate the problem

Use reference documentation

Questions # 23:

Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

Options:

Low employee turnover

Low superior-to-subordinate interaction

Low turnover rate between organisations

High employee morale

Questions # 24:

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:

Raise your voice when asking questions

Empathise with the customer

Regularly use the customer's first name

Tell the customer to "snap out of it"

Questions # 25:

What is inductive reasoning?

Options:

Reasoning based on experience and intuition

Reasoning based on logic and analysis

Reasoning based on intuition and process of elimination

Reasoning based on analysis and experience

Questions # 26:

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

Options:

First call resolution rate

Call return rate

Abandon rate

Capture rate

Questions # 27:

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

Question # 27

Options:

Questions # 28:

What are three key strengths of critical thinkers? (Choose three.)

Options:

They are analytical

They are organised

They are empathetic

They are logical

Questions # 29:

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

Options:

Evaluate customer satisfaction with products, services, and personnel

Determine employee bonuses

Measure individual analyst performance

Trend customer satisfaction between annual surveys

Questions # 30:

What two considerations need to be made when sharing workspace? (Choose two.)

Options:

Discretion and courtesy when decorating

Share only with persons with similar likes/dislikes

Maintain a clean environment

None, each person needs to take care of it themselves

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