HD0-100 Help Desk Analyst (HDA)

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Showing 1–3 of 10 questions

Question 1

DRAG DROP

Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a

Drag and Drop question, click the Help button.

Answer is in the explanation below.

Question 2

Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

Select all that apply, then click Submit answer.

  • Identify changes to products, services and processes

  • Determine management bonuses

  • Measure performance of individual analysts at the help desk

  • Evaluate customer satisfaction with products, services, and personnel


Question 3

Which two techniques are important for keeping a customer focused? (Choose two.)

Select all that apply, then click Submit answer.

  • Self-help systems

  • Paraphrasing

  • Open questions

  • Closed questions