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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

For which two reasons is it important to have documented processes and procedures? (Choose two.)

Options:

A.

Ensures consistent service

B.

Justification for not meeting customer expectations

C.

Promotes adherence to policies

D.

Identifies areas out of policy

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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

What is a key benefit of establishing effective inter-departmental relationships?

Options:

A.

Diversity of skill sets is minimised

B.

Recognition of individual department effort is not required

C.

Management involvement is separate from individual involvement

D.

Rapport among organisation members is established

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