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HD0-100 – Help Desk Analyst (HDA)

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Showing 7–9 of 10 questions

Question 7

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

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    Determine priority/severity and collect/document the appropriate information

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    Escalate to a manager to reassign the call

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    Set a call back time and tell the customer you will review the call with an expert D. Inform the customer of the product limitations you are aware of, but assure them they will receive support


Question 8

What is deductive reasoning?

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    Reasoning based on experience and intuition

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    Reasoning based on analysis and experience

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    Reasoning based on intuition and process of elimination

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    Reasoning based on logic and analysis


Question 9

What is the number one goal of support services?

Select an option, then click Submit answer.

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    To give technical support to anyone who calls

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    To resolve all calls requiring technical support

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    To keep the customer performing at the highest level possible

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    To obtain information for any questions that are asked