HD0-100 Online Practice Questions and Answers

Which three are the most common type of network problems? (Choose three.)

A. Collisions, congestion, and delays

B. Segment or ring does not respond, traffic limited, no workaround

C. Systems will not reboot

D. Users cannot reach connected devices, i.e., PC, servers, workstations

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A. Be confident

B. Be enthusiastic, but natural

C. Be efficient

D. Be talkative

E. Be agreeable to all customer opinions

A customer satisfaction survey is important because it obtains information about .

A. The customer base

B. Individual analyst performance

C. Management performance

D. Customer service performance

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

A. Ask open questions

B. Provide more detailed explanations

C. Assume the customer has a basic level of knowledge

D. Ask closed questions

In which three situations is escalating a call to management appropriate? (Choose three.)

A. When you have little or no experience with the problem

B. When you have exhausted all your available resources

C. When the customer requests it

D. When the service level agreement (SLA) requires it

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

A. They encourage interest and curiosity among subordinates

B. They use authority and control to direct the subordinates

C. They provide a channel through which problems can be aired

D. They stimulate creativity and innovation among subordinates

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

A. The analyst calls the customer back and blames the incorrect information on bad documentation

B. The analyst has another analyst call the customer

C. The analyst closes the call and moves to the next call

D. The analyst calls the customer back to correct the information

What are three reasons for providing consistent service? (Choose three.)

A. To ensure empathy to customer needs

B. To guarantee professionalism

C. To ensure a commitment to excellence

D. To instill confidence in your customer

What are peripheral devices?

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

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

What is deductive reasoning?

A. Reasoning based on experience and intuition

B. Reasoning based on analysis and experience

C. Reasoning based on intuition and process of elimination

D. Reasoning based on logic and analysis