Online Access Free HD0-100 Exam Questions

Which two actions reflect a supportive help desk environment? (choose two)

• A.Analysts work with specific customer issues
• B.Analysts work through lunch
• C.Analysts attend Help Desk meetings
• D.Analysts take part the decision-making process

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

• A.Good team morale
• B.Independence
• C.Lack objectives
• D.Lack of ownership

What are three obstructions to active listening? (Choose three.)

• A.Prior knowledge
• B.Situational constraints
• C.Positive reinforcement
• D.Emotional carry-over

A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

• A.Ask the customer to repeat the problem back to you
• B.Transfer the call to a more experienced analyst
• C.Begin troubleshooting
• D.Repeat back to the customer what you thought you heard

What is the first thing you should do if you think there is unlicensed software on computers at your company?

• A.Notify industry piracy association
• B.Notify IT/legal/security departments
• C.Notify software vendor
• D.Do nothing, everyone already knows