HDI HD0-100 Actual Free Exam Questions & Community Discussion
Why is using a uniform greeting and closing with the customer an essential telephone skill?
Correct Answer: B
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During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?
Correct Answer: A
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You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
Correct Answer: C
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What is the most commonly used technology in the support center?
Correct Answer: B
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Companies typically restrict access to which three types of data? (Choose three.)
Correct Answer: A,B,D
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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.)
Correct Answer: B,C,D
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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?
Correct Answer: A
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