Last Attempt HD0-100 Questions

Help Desk Analyst (HDA) Questions and Answers

Question 13

In which three ways can you create a positive image of your organisation? (Choose three.)

Provide consistent and fair services

Display sensitivity to the feelings of your customers

Follow all call-flow procedures

Respond to customers in a timely fashion

Question 14

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

Ensures consistent service

Justification for not meeting customer expectations

Promotes adherence to policies

Identifies areas out of policy

Question 15

Which two are benefits of teamwork? (Choose two.)

More buy-in

Reduced flexibility

Higher motivation

Increased sympathy

Question 16

A customer satisfaction survey is important because it obtains information about _____.

The customer base

Individual analyst performance

Management performance

Customer service performance