HDI HD0-100 real dump : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the primary role of support service?

A) To provide quality assistance
B) To track problems and bugs
C) To provide technical resolutions
D) To provide the customer with a knowledge-base

2. What is the key benefit of using a web site for reference?

A) It provides private access
B) It provides searchable topic fields
C) It is computer-based
D) It is printable

3. Which statement about service level agreements (SLAs) is true?

A) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
B) SLAs are used to document service provider expectations only
C) SLAs are used to document customer and service provider expectations
D) SLAs are used to document customer expectations only

4. What is the most commonly used technology in the support center?

A) Self-help
B) Telephony
C) E-mail
D) Remote control

5. What is a key principle of negotiation with customers?

A) Seek a solution that aligns with support center policies and processes.
B) Determine the customer's underlying need and seek a mutually beneficial solution.
C) Focus on the individual rather than on the resolution.
D) Stick to the facts and ignore the customer's emotions

Solutions: