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HD0-100 Exam Dumps : Help Desk Analyst (HDA)

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Help Desk Analyst (HDA) Questions and Answers

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Question 1

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

Options:

A.

Good team morale

B.

Lack objectives

C.

Independence

D.

Lack of ownership

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Question 2

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

Options:

A.

Instruct another analyst to conduct follow-up

B.

E-mail an apology to the customer

C.

Notify your manager of the situation

D.

Wait and see if the customer calls back

Question 3

What is the number one goal of support services?

Options:

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked

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