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HD0-100 Sample Questions Answers

Questions 4

What are peripheral devices?

Options:

A.

Devices that are connected to the computer, but are external in relationship to the processing unit

B.

Devices that are connected to the computer and become the processing unit

C.

Devices that are connected to the computer, but are neither internal nor external to the processing unit

D.

Devices that are connected to the computer and are internal in relationship to the processing unit

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Questions 5

What is a key benefit of a knowledge-base system?

Options:

A.

Requires lower maintenance

B.

Saves time and money

C.

Decreases network traffic

D.

Increases call volume

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Questions 6

Which topologies are used to provide interconnectivity between networks?

Options:

A.

RS-232, Analogue, and Voice

B.

T-1s, ISDN, and Mainframe

C.

Ethernet, Fibre Optic, and Token Ring

D.

TCP/IP, UNIX, and IPX/SPX

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Questions 7

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

Options:

A.

Be confident

B.

Be agreeable to all customer opinions

C.

Be talkative

D.

Be efficient

E.

Be enthusiastic, but natural

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Questions 8

Which three are common characteristics of successful teams? (Choose three.)

Options:

A.

Clear understanding of goals/objectives

B.

Conform to group pressure and viewpoint

C.

Share a high level of mutual trust

D.

Possess relevant technical skills

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Questions 9

Click the Task button. Place the Problem Solving steps in order. For instructions on how to answer a Drag and Drop question, click the Help button.

Options:

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Questions 10

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

Options:

A.

Justification for not meeting customer expectations

B.

Ensures consistent service

C.

Identifies areas out of policy

D.

Promotes adherence to policies

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Questions 11

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

Options:

A.

You rely on the obvious

B.

You use the same tools

C.

You are open to learning

D.

You offer more options

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Questions 12

Which question allows you to determine whether or not your customer is logged on to the network?

Options:

A.

Which drives are displayed on your computer?

B.

What is your login ID?

C.

Are you logged on to the network?

D.

Can you access e-mail?

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Questions 13

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

Options:

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

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Questions 14

Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

Options:

A.

Identify changes to products, services and processes

B.

Determine management bonuses

C.

Measure performance of individual analysts at the help desk

D.

Evaluate customer satisfaction with products, services, and personnel

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Questions 15

Which statement about successful team players is true?

Options:

A.

They desire continued acceptance by the group

B.

They impose ideas and values on others

C.

They encourage member input in decisions

D.

They change attitudes to conform to group standards

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Questions 16

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

Options:

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

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Questions 17

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

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Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Last Update: May 1, 2024
Questions: 116
$64  $159.99
$48  $119.99
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