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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two characterize a successful negotiator? (Choose two.)

A) Focuses on the best solution
B) Steps to the customers side for understanding
C) Presents a plan of how to get the solution
D) Viewed as a problem solver

2. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Inform the customer of the product limitations you are aware of, but assure them they will receive support
B) Determine priority/severity and collect/document the appropriate information
C) Set a call back time and tell the customer you will review the call with an expert
D) Escalate to a manager to reassign the call

3. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Keeps customers up-to-date on new applications
B) Improves quality and accuracy
C) Helps customers make better decisions
D) Results in customers calling less frequently

4. What is the key benefit of a positive work environment?

A) The need for recognition of individual effort is minimized
B) Management involvement is separated from individual involvement
C) Diversification of skill sets is minimized
D) Rapport among team members is increased

5. What is a key benefit of a knowledge-base system?

A) Increase call volume
B) Saves time and money
C) Requires lower maintance
D) Decreases network traffic

Solutions: