HD0-100 Online Practice Questions and Answers

Click the Task button. Place the Problem Solving steps in order. For instructions on how to answer a Drag and Drop question, click the Help button.

Select and Place:

Which system allows a customer to choose among various options when calling a help desk?

A. Optional Response Routing (ORR)

B. Voice Recognition System (VRS)

C. Multiple Option System (MOS)

D. Interactive Voice Response (IVR)

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

A. Focuses on the best solution

B. Presents a plan of how to get to the solution

C. Viewed as a problem solver

D. Steps to the customers side for understanding

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?

A. Find someone else who can understand the customer better

B. Inform the customer that you cannot understand them and there is nothing you can do to help them

C. Ask the customer is there is someone else in theirorganisation for you to talk to

D. Tell the customer you are having difficulty understanding them

What is paraphrasing?

A. Using lots of long words when speaking to a customer

B. Telling the customer what they meant to say

C. Repeating what the customer says using your own words

D. Repeating what the customer says in their words

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

Which three skills should a network administrator's skill set include? (Choose three.)

A. Perform loop-back tests

B. Run tests on automated intranet password reset system

C. Conduct remote diagnostics on the network interface card (NIC)

D. Perform PING, Telnet, and trace route tests

What are three techniques of active listening? (Choose three.)

A. Concentrating

B. Acknowledging the customer

C. Taking notes

D. Researching the problem

Which two statements describe active listening? (Choose two.)

A. Interrupt the caller to clarify statements

B. Eliminate internal biases and negative thoughts

C. Listen for ideas and images, not just words

D. Place the caller on hold to take notes

Which statement best describes logical problem solving?

A. Finding a workaround in the shortest possible time

B. Organising a problem into a series of rational, orderly steps

C. Applying a project management approach D. A reactive process