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HD0-100 - Help Desk Analyst (HDA) - Dump Information

Vendor Name : HDI
Exam Code : HD0-100
Exam Name : Help Desk Analyst (HDA)
Questions and Answers : 116 Q & A
Updated On : March 23, 2017
PDF Download Mirror : HD0-100 Brain Dump
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HD0-100 Demo and Sample

Note: Answers are below each question.
Samples are taken from full version.

HD0-100


Answer: C


QUESTION: 108

Which statement best describes logical problem solving?


  1. Finding a workaround in the shortest possible time

  2. Organising a problem into a series of rational, orderly steps

  3. Applying a project management approach

  4. A reactive process


Answer: B


QUESTION: 109

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


  1. Prior knowledge

  2. Positive reinforcement

  3. Emotional carry-over

  4. Situational constraints


Answer: A, C, D


QUESTION: 110

What is inductive reasoning?


  1. Reasoning based on experience and intuition

  2. Reasoning based on logic and analysis

  3. Reasoning based on intuition and process of elimination

  4. Reasoning based on analysis and experience


Answer: A


QUESTION: 111

Which two techniques are used to match a caller's style? (Choose two.)

  1. Style 34


  2. Paraphrasing

  3. Restating

  4. Vocabulary


Answer: A, D


QUESTION: 112

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


  1. Which drives are displayed on your computer?

  2. What is your login ID?

  3. Are you logged on to the network?

  4. Can you access e-mail?


Answer: A


QUESTION: 113

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


  1. What is your login ID?

  2. Are you logged on to the network?

  3. Can you access e-mail?

  4. Which drives are displayed on your computer?


Answer: D


QUESTION: 114

Which two are characteristics of unsuccessful teams? (Choose two.)


  1. Good team morale

  2. Lack objectives

  3. Lack of ownership

  4. Independence


Answer: B, C


QUESTION: 115

What is deductive reasoning?


  1. Reasoning based on experience and intuition

  2. Reasoning based on analysis and experience

  3. Reasoning based on intuition and process of elimination

  4. Reasoning based on logic and analysis


Answer: D


QUESTION: 116

Which three metrics would be affected by training? (Choose three.)


  1. Abandon rate

  2. Average call time

  3. After call work time

  4. First call resolution


Answer: B, C, D

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