HD0-100 無料問題集「HDI Help Desk Analyst (HDA)」

（A）Evaluate customer satisfaction with products, services, and personnel

（B）Trend customer satisfaction between annual surveys

（C）Determine employee bonuses

（D）Measure individual analyst performance

（A）Analysts take part the decision-making process

（B）Analysts work with specific customer issues

（C）Analysts attend Help Desk meetings

（D）Analysts work through lunch

（A）Reasoning based on analysis and experience

（B）Reasoning based on experience and intuition

（C）Reasoning based on intuition and process of elimination

（D）Reasoning based on logical and analysis

（A）Steps to the customers side for understanding

（B）Viewed as a problem solver

（C）Presents a plan of how to get the solution

（D）Focuses on the best solution

（A）Improves quality and accuracy

（B）Keeps customers up-to-date on new applications

（C）Results in customers calling less frequently

（D）Helps customers make better decisions

（A）TCP/IP, UNIX, and IPX/SPX

（B）RS-232, Analogue, and Voice

（C）T-1s, ISDN, and Mainframe

（D）Ethernet, Fiber Optic, and Token Ring

（A）Conform to group pressure and viewpoint

（B）Clear understanding of goals/objectives

（C）Possess relevant technical skills

（D）Share a high level of mutual trust

（A）Devices that are connected to the computer and become the processing unit

（B）Devices that are connected to the computer and are internal in relationship to the processing unit

（C）Devices that are connected to the computer, but are neither internal nor external to the processing unit

（D）Devices that are connected to the computer, but are external in relationships to the processing unit

（A）SLAs are used to document service provider expectations only

（B）SLAs are used to document customer expectations only

（C）SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.

（D）SLAs are used to document customer and service provider expectations

（A）Be confident

（B）Be enthusiastic, but natural

（C）Be efficient

（D）Be talkative

（E）Be agreeable to all customers opinions