최신 HD0-100 무료덤프 - HDI Help Desk Analyst (HDA)

A. Short text messaging

B. E-mail

C. Voice mail

D. Broadcast messaging

A. A suggestion box

B. E-mail

C. The Internet

D. Personal interviews

A. Calls, Telephones, and Internet

B. Customer Telephone Interface

C. Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.

D. Computer Telephony Integration

A. Be efficient

B. Be talkative

C. Be confident

D. Be agreeable to all customers opinions

E. Be enthusiastic, but natural

A. T-1s, ISDN, and Mainframe

B. RS-232, Analogue, and Voice

C. Ethernet, Fiber Optic, and Token Ring

D. TCP/IP, UNIX, and IPX/SPX

A. Their location should be explained to employees

B. They should replace the need for instructor-led training

C. They should be user-friendly

D. They should be timely and relevant

E. They should contain accurate information

A. Fifteen database developers have no network connectivity in their area of the building or floor

B. A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours

C. Customers report that they cannot receive credit card payments due to network connectivity loss

D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center

A. Place the caller on hold to take notes

B. Eliminate internal biases and negative thoughts

C. Interrupt the caller to clarify statements

D. Listen for ideas and images, not just words

A. More customers are lost to poor service than poor product

B. It is more costly to retain A customer than acquire a new one

C. More customer contacts can be made over the phone than in person

D. Customers from opinions about organizations based on contact with a small portion of that organization

A. Closed questions

B. Self-help systems

C. Paraphrasing

D. Open questions