Free HDI HD0-100 Exam Dumps Questions & Answers

What is a benefit of purchasing a knowledge database?

• A.  It provides comprehensive information on proprietary applications
• B.  It is inexpensive to purchase
• C.  It provides comprehensive information on commonly used hardware and software
• D.  It is inexpensive to update

What is the most commonly used technology in the support center?

• A.  E-mail
• B.  Telephony
• C.  Remote control
• D.  Self-help

For which two reasons do help desk's log all calls? (Choose two.)

• A.  Measures frequency of calls
• B.  Prove the help desk is right
• C.  Provide an audit trail of activities
• D.  Allows ticket monitoring

You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)

• A.  Escalate the problem
• B.  Suggest that the customer ask a peer
• C.  Ask a peer
• D.  Use reference documentation

What is a key principle of negotiation with customers?

• A.  Focus on the individual rather than on the resolution.
• B.  Stick to the facts and ignore the customer's emotions
• C.  Seek a solution that aligns with support center policies and processes.
• D.  Determine the customer's underlying need and seek a mutually beneficial solution.