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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

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

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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