HD0-100Help Desk Analyst (HDA)
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Last Updated Apr 28, 2024 Ace your exams with our consistently updated HD0-100 exam dumps.
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HD0-100 Online Practice Questions and Answers
In what three ways can you convey to the customer a desire and ability to help? (Choose three.)
A. Be confident
B. Be agreeable to all customer opinions
C. Be talkative
D. Be efficient
E. Be enthusiastic, but natural
An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
A. The analyst calls the customer back and blames the incorrect information on bad documentation
B. The analyst has another analyst call the customer
C. The analyst closes the call and moves to the next call
D. The analyst calls the customer back to correct the information
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
A. Transfer the call to a more experienced analyst
B. Begin troubleshooting
C. Repeat back to the customer what you thought you heard
D. Ask the customer to repeat the problem back to you
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