HDI HD0-100 Exam Questions Free Practice Test

Viewing page 1 out of 4 pages

Viewing questions 1-10 out of questions

Questions # 1:

What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

Options:

Ask open questions

Provide more detailed explanations

Assume the customer has a basic level of knowledge

Ask closed questions

Expert Solution

Questions # 2:

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

Refer the customer to the service level agreement (SLA)

Assess the technical and business issues and negotiate until you and the customer agree

Record the problem as a low severity

Expert Solution

Questions # 3:

What is deductive reasoning?

Options:

Reasoning based on experience and intuition

Reasoning based on analysis and experience

Reasoning based on intuition and process of elimination

Reasoning based on logic and analysis

Expert Solution

Questions # 4:

Which three policies assist analysts with managing their time? (Choose three.)

Options:

Shift start and end times

Resolved tickets per day

Scheduled break times

Average talk time expectations

Expert Solution

Questions # 5:

What are three important attributes of high-quality leaders? (Choose three.)

Options:

They encourage interest and curiosity among subordinates

They use authority and control to direct the subordinates

They provide a channel through which problems can be aired

They stimulate creativity and innovation among subordinates

Expert Solution

Questions # 6:

For which two reasons is it important to have documented processes and procedures? (Choose two.)

Options:

Ensures consistent service

Justification for not meeting customer expectations

Promotes adherence to policies

Identifies areas out of policy

Expert Solution

Questions # 7:

What is a key benefit of purchasing a knowledge database?

Options:

It provides comprehensive information on proprietary applications

It is inexpensive to purchase

It provides comprehensive information on commonly used hardware and software

It is inexpensive to update

Expert Solution

Questions # 8:

What are peripheral devices?

Options:

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

Devices that are connected to the computer and become the processing unit

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

Devices that are connected to the computer, but are external in relationship to the processing unit

Expert Solution

Questions # 9:

Which two characterise a successful negotiator? (Choose two.)

Options:

Focuses on the best solution

Presents a plan of how to get to the solution

Viewed as a problem solver

Steps to the customers side for understanding

Expert Solution

Questions # 10:

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

Options:

Prior knowledge

Positive reinforcement

Emotional carry-over

Situational constraints

Expert Solution

Viewing page 1 out of 4 pages

Viewing questions 1-10 out of questions

Pass the HDI HDI World wide Certification HD0-100 Questions and answers with CertsForce