Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Updated: Mar 25, 2024
Q&As: 116
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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.
Select and Place:
Why is using a uniform greeting and closing with the customer an essential telephone skill?
A. Customers will receive the same level of professionalism
B. It is an effective way to handle difficult customers
C. It is important to put the customer at ease
D. The close of a telephone call is as important as the greeting
What is the number one goal of support services?
A. To give technical support to anyone who calls
B. To resolve all calls requiring technical support
C. To keep the customer performing at the highest level possible
D. To obtain information for any questionsthat are asked
What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?
A. Ask open questions
B. Provide more detailed explanations
C. Assume the customer has a basic level of knowledge
D. Ask closed questions
Which three policies assist analysts with managing their time? (Choose three.)
A. Shift start and end times
B. Resolved tickets per day
C. Scheduled break times
D. Average talk time expectations
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