最新的HDI HD0-100免費考試真題

問題1

Which two are benefits of teamwork? (choose two)

A. Increased sympathy

B. More buy-in

C. Reduced flexibility

D. Higher motivation

正確答案: B,D

問題2

Which two are effective techniques for dealing with stress? (Choose two.)

A. Take long breaks

B. Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

C. Exercise and observe good nutrition practices

D. Set realistic goals/objectives

正確答案: C,D

問題3

What are three components of CTI? (choose three)

A. ACD

B. Integration server

C. IVR

D. NT domain server

正確答案: A,B,C

問題4

What are three techniques of active listening? (choose three)

A. Concentrating

B. Taking notes

C. Acknowledging the customer

D. Researching the problem

正確答案: A,B,C

問題5

What is a key benefit of establishing effective inter-departmental relationship?

A. Recognition of individual department efforts is not required

B. Management involvement is separate from individual involvement

C. Diversity of skill sets is minimized

D. Rapport among organization members is established

正確答案: A

問題6

Which two characterize a successful negotiator? (Choose two.)

A. Focuses on the best solution

B. Presents a plan of how to get the solution

C. Viewed as a problem solver

D. Steps to the customers side for understanding

正確答案: B,C

問題7

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?

A. Call all customers that use the server

B. Troubleshoot the problem yourself

C. Wait for customers to call the help desk

D. Inform the other help desk analysts

正確答案: D

問題8

What is the key benefit of using a web site for reference?

A. It is printable

B. It provides private access

C. It provides searchable topic fields

D. It is computer-based

正確答案: C

最新的HDI Help Desk Analyst (HDA) - HD0-100免費考試真題

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