HDI HD0-100 시험문제

IT업계에 종사하는 분이라면 국제적으로 인정받는 IT인증시험에 도전하여 자격증을 취득하셔야 합니다. ITExamDump의 HDI인증 HD0-100덤프는 이 시험에 참가한 IT인사들의 검증을 받은 최신 시험대비 공부자료입니다. ITExamDump의 HDI인증 HD0-100덤프로 시험을 쉽게 패스하여 자격증을 취득하면 승진이나 연봉인상에 많은 편리를 가져다드립니다. 저희는 항상 여러분들의 곁을 지켜줄것입니다.

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ITExamDump에서는 가장 최신이자 최고인HDI인증 HD0-100시험덤프를 제공해드려 여러분이 IT업계에서 더 순조롭게 나아가도록 최선을 다해드립니다. HDI인증 HD0-100덤프는 최근 실제시험문제를 연구하여 제작한 제일 철저한 시험전 공부자료입니다. HDI인증 HD0-100시험준비자료는 ITExamDump에서 마련하시면 기적같은 효과를 안겨드립니다.

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IT인증자격증은 여느때보다 강렬한 경쟁율을 보이고 있습니다. HDI 인증HD0-100시험을 통과하시면 취직 혹은 승진이나 연봉협상에 많은 도움이 되어드릴수 있습니다. HDI 인증HD0-100시험이 어려워서 통과할 자신이 없다구요? ITExamDump덤프만 있으면 이런 고민은 이제 그만 하지않으셔도 됩니다. ITExamDump에서 출시한 HDI 인증HD0-100덤프는 시장에서 가장 최신버전입니다.

시험 번호/코드: HD0-100

시험 이름: HDI (Help Desk Analyst (HDA) )

HD0-100 덤프무료샘플다운로드하기: http://www.itexamdump.com/HD0-100.html

NO.1 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D

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NO.2 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

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NO.3 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

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NO.4 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B

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NO.5 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.6 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

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NO.7 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services and personnel
Answer: B, D

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NO.8 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

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NO.9 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

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NO.10 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. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.11 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.12 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

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NO.13 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

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NO.14 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.15 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

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NO.16 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.17 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

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NO.18 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

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NO.19 A customer calls with a printing problem. You start the troubleshooting process by
asking some simple questions. The customer admits that this is his first time using a
computer.
Which three questions should be used to obtain necessary information to solve the
problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this server
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other
applications
D. Guide the customer through checking the printer connection and making sure the
power is turned on
Answer: A, B, D

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NO.20 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

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HDI인증 HD0-100 시험은 최근 제일 인기있는 인증시험입니다. IT업계에 종사하시는 분들은 자격증취득으로 자신의 가치를 업그레이드할수 있습니다. HDI인증 HD0-100 시험은 유용한 IT자격증을 취득할수 있는 시험중의 한과목입니다. ITExamDump에서 제공해드리는HDI인증 HD0-100 덤프는 여러분들이 한방에 시험에서 통과하도록 도와드립니다. 덤프를 공부하는 과정은 IT지식을 더 많이 배워가는 과정입니다. 시험대비뿐만아니라 많은 지식을 배워드릴수 있는 덤프를ITExamDump에서 제공해드립니다. ITExamDump덤프는 선택하시면 성공을 선택한것입니다.