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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 the primary purpose of an annual (periodic) survey? (Choose two.)

Options:

A.

Identify changes to products, services and processes

B.

Determine management bonuses

C.

Measure performance of individual analysts at the help desk

D.

Evaluate customer satisfaction with products, services, and personnel

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Question 2

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

Options:

A.

Provide consistent and fair services

B.

Display sensitivity to the feelings of your customers

C.

Follow all call-flow procedures

D.

Respond to customers in a timely fashion

Question 3

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

Options:

A.

Corporate home pages

B.

Work/problem ticket request pages

C.

Frequently asked questions (FAQs)

D.

Knowledge databases

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