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HD0-100 HDI Exam Lab Questions

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Question 8

Which statement about telephone etiquette is true?

Options:

A.

Gum chewing is acceptable as long as the customer cannot hear it

B.

Eating is okay as long as you obtain the customer's consent

C.

"Please hold" is an appropriate way to answer the telephone when you are busy

D.

It is customary to pick up the telephone between one to three rings

Question 9

Which three metrics would be affected by training? (Choose three.)

Options:

A.

Abandon rate

B.

Average call time

C.

After call work time

D.

First call resolution

Question 10

Which three are benefits of a call management system? (Choose three.)

Options:

A.

The analyst is able to view the customers contact information

B.

The analyst is able to view the customers call history

C.

The analyst is able to view the customers password information

D.

The analyst is able to log the customers problem

Question 11

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

Options:

A.

Suggest that the customer ask a peer

B.

Ask a peer

C.

Escalate the problem

D.

Use reference documentation

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HD0-100 HDI Exam Lab Questions, HDI HD0-100 Actual Questions, PDF HD0-100 Study Guide,
Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Last Update: Nov 21, 2024
Questions: 116
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