HD0-100 Online Practice Questions and Answers

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?

A. Find someone else who can understand the customer better

B. Ask the customer is there is someone else in theirorganisation for you to talk to

C. Inform the customer that you cannot understand them and there is nothing you can do to help them

D. Tell the customer you are having difficulty understanding them

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

A. Determine what the real need is

B. Develop alternatives

C. Inform the customer that the product is not supported

D. Apologise for not being able to assist the customer

Which metric indicates how long a customer has to wait before talking to an analyst?

A. Average talk time

B. Average call time

C. Average speed of answer

D. Average capture time

For which two reasons is it important to have documented processes and procedures? (Choose two.)

A. Justification for not meeting customer expectations

B. Ensures consistent service

C. Identifies areas out of policy

D. Promotes adherence to policies

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A. You rely on the obvious

B. You use the same tools

C. You are open to learning

D. You offer more options

Companies typically restrict access to which three types of data? (Choose three.)

A. Office location

B. Personnel records

C. Proprietary information

D. Payroll information

What are three important attributes of high-quality leaders? (Choose three.)

A. They encourage interest and curiosity among subordinates

B. They use authority and control to direct the subordinates

C. They provide a channel through which problems can be aired

D. They stimulate creativity and innovation among subordinates

What are three characteristics of effective inter-departmental relationships? (Choose three.)

A. Support of other departments even when they make a mistake

B. Shared management responsibilities

C. Treatment of others in yourorganisation as if they were your customer

D. Shared information between departments within yourorganisation

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

A. Analysts attend Help Desk meetings

B. Analysts work through lunch

C. Analysts take part in the decision-making process

D. Analysts work with specific customer issues

What are three obstructions to active listening? (Choose three.)

A. Prior knowledge

B. Positive reinforcement

C. Emotional carry-over

D. Situational constraints