HD0-100 Online Practice Questions and Answers

What is a key 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 are three key strengths of critical thinkers? (Choose three.)

A. They are logical

B. They are empathetic

C. They are analytical

D. They areorganised

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

A. Determine what the real need is

B. Develop alternatives

C. Inform the customer that the product is not supported

D. Apologise for not being able to assist the customer

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 three media can be used to conduct surveys? (Choose three.)

A. The Internet

B. E-mail

C. Personal interviews

D. A suggestion box

Why is using a uniform greeting and closing with the customer an essential telephone skill?

A. Customers will receive the same level of professionalism

B. It is an effective way to handle difficult customers

C. It is important to put the customer at ease

D. The close of a telephone call is as important as the greeting

Which three approaches help create a positive business reputation? (Choose three.)

A. When you hear complaints about yourorganisation, change the subject

B. See what you can do to assist any co-worker who is unhappy or experiencing problems

C. Have a good attitude and never speak negatively about yourorganisation

D. Try to have a positive and memorable effect on every person you communicate with each day

Which two are characteristics of a team player? (Choose two.)

A. Independence

B. Conformity

C. Courtesy

D. Participation

For which three reasons do companies implement security policies? (Choose three.)

A. Corporate responsibility

B. Loss prevention

C. Legal mandate

D. Lower costs

Which statement about successful team players is true?

A. They desire continued acceptance by the group

B. They impose ideas and values on others

C. They encourage member input in decisions

D. They change attitudes to conform to group standards

What is a key benefit of using a web site for reference?

A. It provides searchable topic fields

B. It provides private access

C. It is computer-based

D. It is printable

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A. Raise your voice when asking questions

B. Empathise with the customer

C. Regularly use the customer's first name

D. Tell the customer to "snap out of it"

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

A. Notify software vendor

B. Notify IT/legal/security departments

C. Notify industry piracy association

D. Do nothing, everyone already knows

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

A. Prior knowledge

B. Positive reinforcement

C. Emotional carry-over

D. Situational constraints

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

A. Good team morale

B. Lack objectives

C. Lack of ownership

D. Independence