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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

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

Options:

A.

It provides searchable topic fields

B.

It provides private access

C.

It is computer-based

D.

It is printable

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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

During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?

Options:

A.

Explain to the customer what you just did

B.

Ask the customer if he is married

C.

Ask the customer where he resides

D.

Explain how the help desk benefits the customer

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