HDI Help Desk Analyst (HDA) 認定 HD0-100 試験問題:
1. What is a key benefit of establishing effective inter-departmental relationship?
A) Diversity of skill sets is minimized
B) Recognition of individual department efforts is not required
C) Management involvement is separate from individual involvement
D) Rapport among organization members is established
2. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Record the problem as a low severity
B) Assess the technical and business issues and negotiate until you and the customer agree
C) Reset the customer expectation for low severity problems
D) Refer the customer to the service level agreement (SLA)
3. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A) Ask the customer if a start button or disk icon appears on the screen
B) Ask the customer if he has experienced any problems recently with any other applications
C) Ask the customer if he is the only one who can print to this server
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
4. Which metric indicates how long A customer has to wait before talking to an analyst?
A) Average speed of answer
B) Average capture time
C) Average talk time
D) Average call time
5. Which two facts about customer satisfaction are true? (choose two)
A) More customer contacts can be made over the phone than in person
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) It is more costly to retain A customer than acquire a new one
D) More customers are lost to poor service than poor product
質問と回答：
| 質問 # 1 正解： B | 質問 # 2 正解： B | 質問 # 3 正解： A、C、D | 質問 # 4 正解： A | 質問 # 5 正解： A、D |
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