HD0-100 - Help Desk Analyst (HDA) 2021 Updated Questions and Answers by Killexams.com

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**** HD0-100 Description | HD0-100 Syllabus | HD0-100 Exam Objectives | HD0-100 Course Outline ****



**** SAMPLE Help Desk Analyst (HDA) 2021 Dumps ****

Answer: C
QUESTION: 108
Which statement best describes logical problem solving?
A. Finding a workaround in the shortest possible time
B. Organising a problem into a series of rational, orderly steps
C. Applying a project management approach
D. A reactive process
Answer: B
QUESTION: 109
What are three obstructions to active listening? (Choose three.)
A. Prior knowledge
B. Positive reinforcement
C. Emotional carry-over
D. Situational constraints
Answer: A, C, D
QUESTION: 110
What is inductive reasoning?
A. Reasoning based on experience and intuition
B. Reasoning based on logic and analysis
C. Reasoning based on intuition and process of elimination
D. Reasoning based on analysis and experience
Answer: A
QUESTION: 111
Which two techniques are used to match a caller's style? (Choose two.)
A. Style 34
B. Paraphrasing
C. Restating
D. Vocabulary
Answer: A, D
QUESTION: 112
Which question allows you to determine whether or not your customer is logged on to the
network?
A. Which drives are displayed on your computer?
B. What is your login ID?
C. Are you logged on to the network?
D. Can you access e-mail?
Answer: A
QUESTION: 113
Which question allows you to determine whether or not your customer is logged on to the
network?
A. What is your login ID?
B. Are you logged on to the network?
C. Can you access e-mail?
D. Which drives are displayed on your computer?
Answer: D
QUESTION: 114
Which two are characteristics of unsuccessful teams? (Choose two.)
A. Good team morale
B. Lack objectives
C. Lack of ownership
D. Independence
Answer: B, C
35
QUESTION: 115
What is deductive reasoning?
A. Reasoning based on experience and intuition
B. Reasoning based on analysis and experience
C. Reasoning based on intuition and process of elimination
D. Reasoning based on logic and analysis
Answer: D
QUESTION: 116
Which three metrics would be affected by training? (Choose three.)
A. Abandon rate
B. Average call time
C. After call work time
D. First call resolution
Answer: B, C, D
36
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