HD0-100 Online Practice Questions and Answers

Why are customer satisfaction surveys important?

A. They determine the percentage of first call resolution (FCR)

B. They reveal how the help desk is perceived by the customer

C. They reveal what abandon rate is acceptable

D. They determine what level of support the customer is receiving

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A. Corporate home pages

B. Work/problem ticket request pages

C. Frequently asked questions (FAQs)

D. Knowledge databases

Which two are benefits of teamwork? (Choose two.)

A. More buy-in

B. Reduced flexibility

C. Higher motivation

D. Increased sympathy

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A. You rely on the obvious

B. You use the same tools

C. You are open to learning

D. You offer more options

Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

A. Low employee turnover

B. Low superior-to-subordinate interaction

C. Low turnover rate betweenorganisations

D. High employee morale

What is paraphrasing?

A. Using lots of long words when speaking to a customer

B. Telling the customer what they meant to say

C. Repeating what the customer says using your own words

D. Repeating what the customer says in their words

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

A. The analyst calls the customer back and blames the incorrect information on bad documentation

B. The analyst has another analyst call the customer

C. The analyst closes the call and moves to the next call

D. The analyst calls the customer back to correct the information

What are three characteristics of effective inter-departmental relationships? (Choose three.)

A. Support of other departments even when they make a mistake

B. Shared management responsibilities

C. Treatment of others in yourorganisation as if they were your customer

D. Shared information between departments within yourorganisation

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

A. Analysts attend Help Desk meetings

B. Analysts work through lunch

C. Analysts take part in the decision-making process

D. Analysts work with specific customer issues

Which statement best describes communication within a positive work environment?

A. Peer-to-peer communication works best within the department

B. Managers are responsible for initiating vertical communication

C. Communication among all members of theorganisation is maximised

D. E-mail and automated communications mediums are used extensively