HDI QQ0-100 Help Desk Analyst (HDA) QQ0-100 Dumps in PDF

Free HDI QQ0-100 Real Questions (page: 1)

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  1. See Explanation section for answer.

Answer(s): A

Explanation:



What is a key benefit of purchasing a knowledge database?

  1. It provides comprehensive information on proprietary applications
  2. It is inexpensive to purchase
  3. It provides comprehensive information on commonly used hardware and software
  4. It is inexpensive to update

Answer(s): C



Which three are the most common type of network problems? (Choose three.)

  1. Collisions, congestion, and delays
  2. Segment or ring does not respond, traffic limited, no workaround
  3. Systems will not reboot
  4. Users cannot reach connected devices, i.e., PC, servers, workstations

Answer(s): A,B,D



Why are customer satisfaction surveys important?

  1. They determine the percentage of first call resolution (FCR)
  2. They reveal how the help desk is perceived by the customer
  3. They reveal what abandon rate is acceptable
  4. They determine what level of support the customer is receiving

Answer(s): B



What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

  1. Keeps customers up-to-date on new applications
  2. Results in customers calling less frequently
  3. Helps customers make better decisions
  4. Improves quality and accuracy

Answer(s): C,D



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