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

（A）You are open to learning

（B）You offer more options

（C）You rely on the obvious

（D）You use the same tools

（A）Researching the problem

（B）Acknowledging the customer

（C）Concentrating

（D）Taking notes

（A）Notify you manager of the situation

（B）Instruct another analyst to conduct follow-up

（C）E-mail an apology to the customer

（D）Wait and see if the customer calls back

（A）Knowledge databases

（B）Corporate home pages

（C）Frequently asked questions (FAQs)

（D）Work/problem ticket request pages

（A）It provides private access

（B）It provides searchable topic fields

（C）It is computer-based

（D）It is printable

（A）It is an effective way to handle difficult customers

（B）The close of a telephone call is as important as the greeting

（C）Customers will receive the same level of professionalism

（D）It is important to put the customer at ease

（A）Use acronyms that are commonly used in the industry

（B）Use vocabulary to match the customer's level of knowledge

（C）Use industry terminology to educate the customer

（D）Use the simplest terminology that is understood by all levels of knowledge

（A）Low employee turnover

（B）Low superior-to-subordinate interaction

（C）High employee morale

（D）Low turnover rate between organisations

（A）Low employee morale

（B）High adherence to policies

（C）High employee morale

（D）Low superior-subordinate interaction

（A）To keep the customer performing at the highest level possible

（B）To resolve all calls requiring technical support

（C）To give technical support to anyone who calls

（D）To obtain information for any questions that are asked