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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

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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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

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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