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

Questions # 31:

Which two actions reflect a supportive help desk environment? (Choose two.)

Analysts attend Help Desk meetings

Analysts work through lunch

Analysts take part in the decision-making process

Analysts work with specific customer issues

Questions # 32:

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

Instruct another analyst to conduct follow-up

E-mail an apology to the customer

Notify your manager of the situation

Wait and see if the customer calls back

Questions # 33:

Which approach is preferable when responding to a customer?

Use industry terminology to educate the customer

Use vocabulary to match the customer's level of knowledge

Use acronyms that are commonly used in the industry

Use the simplest terminology that is understood by all levels of knowledge

Questions # 34:

Which topologies are used to provide interconnectivity between networks?

RS-232, Analogue, and Voice

T-1s, ISDN, and Mainframe

Ethernet, Fibre Optic, and Token Ring

TCP/IP, UNIX, and IPX/SPX

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