HD0-100 Sample Questions Answers

Corporate home pages

Frequently asked questions (FAQs)

Work/problem ticket request pages

Knowledge databases

Provide consistent and fair services

Display sensitivity to the feelings of your customers

Follow all call-flow procedures

Respond to customers in a timely fashion

Devices that are connected to the computer, but are external in relationship to the processing unit

Devices that are connected to the computer and become the processing unit

Devices that are connected to the computer, but are neither internal nor external to the processing unit

Devices that are connected to the computer and are internal in relationship to the processing unit

Be confident

Be enthusiastic, but natural

Be efficient

Be talkative

Be agreeable to all customer opinions

To give technical support to anyone who calls

To resolve all calls requiring technical support

To keep the customer performing at the highest level possible

To obtain information for any questions that are asked

Which drives are displayed on your computer?

What is your login ID?

Are you logged on to the network?

Can you access e-mail?

Customers will receive the same level of professionalism

It is an effective way to handle difficult customers

It is important to put the customer at ease

The close of a telephone call is as important as the greeting

When you hear complaints about your organisation, change the subject

See what you can do to assist any co-worker who is unhappy or experiencing problems

Have a good attitude and never speak negatively about your organisation

Try to have a positive and memorable effect on every person you communicate with each day

Use acronyms that are commonly used in the industry

Use vocabulary to match the customer's level of knowledge

Use industry terminology to educate the customer

Use the simplest terminology that is understood by all levels of knowledge

When you have little or no experience with the problem

When you have exhausted all your available resources

When the customer requests it

When the service level agreement (SLA) requires it

Presents multiple options

Clearly identifies who/what is at fault

Develops realistic expectations

Focuses on what is needed

Using lots of long words when speaking to a customer

Telling the customer what they meant to say

Repeating what the customer says using your own words

Repeating what the customer says in their words

Peer-to-peer communication works best within the department

Managers are responsible for initiating vertical communication

Communication among all members of the organisation is maximised

E-mail and automated communications mediums are used extensively

Finding a workaround in the shortest possible time

Organising a problem into a series of rational, orderly steps

Applying a project management approach

A reactive process

To ensure empathy to customer needs

To guarantee professionalism

To ensure a commitment to excellence

To instill confidence in your customer

You rely on the obvious

You use the same tools

You are open to learning

You offer more options

Instruct another analyst to conduct follow-up

E-mail an apology to the customer

Notify your manager of the situation

Wait and see if the customer calls back

They desire continued acceptance by the group

They impose ideas and values on others

They encourage member input in decisions

They change attitudes to conform to group standards

Requires lower maintenance

Saves time and money

Decreases network traffic

Increases call volume

Computer Telephony Integration

Calls, Telephones, and Internet

Customer Telephone Interface

Customised Telephony Intelligence

They encourage interest and curiosity among subordinates

They use authority and control to direct the subordinates

They provide a channel through which problems can be aired

They stimulate creativity and innovation among subordinates

Notify software vendor

Notify IT/legal/security departments

Notify industry piracy association

Do nothing, everyone already knows

It provides comprehensive information on proprietary applications

It is inexpensive to purchase

It provides comprehensive information on commonly used hardware and software

It is inexpensive to update

To provide technical resolutions

To track problems and bugs

To provide the customer with a knowledge-base

To provide quality assistance

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Exercise and observe good nutrition practices

Take long breaks

During the initial interaction with the customer

When the customer becomes irate

During informal communication

When you have established a good rapport with the customer

Interrupt the caller to clarify statements

Eliminate internal biases and negative thoughts

Listen for ideas and images, not just words

Place the caller on hold to take notes

Analysts attend Help Desk meetings

Analysts work through lunch

Analysts take part in the decision-making process

Analysts work with specific customer issues

Independence

Conformity

Courtesy

Participation