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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 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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Question 2

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

Question 3

A customer satisfaction survey is important because it obtains information about _____.

Options:

A.

The customer base

B.

Individual analyst performance

C.

Management performance

D.

Customer service performance

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