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Help Desk Analyst (HDA)

Last Update Nov 22, 2024
Total Questions : 116

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Last Update Nov 22, 2024
Total Questions : 116

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HD0-400 Total Questions : 120 Updated : Nov 22, 2024

Help Desk Analyst (HDA) Questions and Answers

Questions 1

Which two are benefits of teamwork? (Choose two.)

Options:

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

Questions 2

Which four statements about self-help materials are true? (Choose four.)

Options:

A.

Their location should be explained to employees

B.

They should be user-friendly

C.

They should contain accurate information

D.

They should be timely and relevant

E.

They should replace the need for instructor-led training

Questions 3

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.)

Options:

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"

Next Question