HDI HD0-100 Test Passed : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. In which two instances is it appropriate to use the customers first name? (choose two)

A) During informal communication
B) When the customer becomes irate
C) When you have established a good rapport with the customer
D) During the initial interaction with the customer

2. Which four statements about self-help materials are true?

A) They should be timely and relevant
B) They should be user-friendly
C) Their location should be explained to employees
D) They should contain accurate information
E) They should replace the need for instructor-led training

3. What does the abbreviation CTI stand for?

A) Calls, Telephones, and Internet
B) Computer Telephony Integration
C) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
D) Customer Telephone Interface

4. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Escalate to a manager to reassign the call
B) Inform the customer of the product limitations you are aware of, but assure them they will receive support
C) Set a call back time and tell the customer you will review the call with an expert
D) Determine priority/severity and collect/document the appropriate information

5. Which system allows A customer to choose among various options when calling a help desk?

A) Voice Recognition System (VRS)
B) Optional Response Routing (ORR)
C) Multiple Option System (MOS)
D) Interactive Voice Response (IVR)

Solutions: