Free HD0-100 Questions Attempt

Help Desk Analyst (HDA) Questions and Answers

Question 9

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

Options:

Diversity of skill sets is minimised

Recognition of individual department effort is not required

Management involvement is separate from individual involvement

Rapport among organisation members is established

Question 10

Which two are characteristics of unsuccessful teams? (Choose two.)

Options:

Good team morale

Lack objectives

Lack of ownership

Independence

Question 11

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

Refer the customer to the service level agreement (SLA)

Assess the technical and business issues and negotiate until you and the customer agree

Record the problem as a low severity

Question 12

Which two are characteristics of unsuccessful teams? (Choose two.)

Options:

Good team morale

Lack objectives

Independence

Lack of ownership

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Help Desk Analyst (HDA) Questions and Answers

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