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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.

Lack of ownership

D.

Independence

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Question 2

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

Question 3

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

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