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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are used to match a caller's style? (Choose two.)

A) Style
B) Paraphrasing
C) Restating
D) Vocabulary

2. What are three key strengths of critical thinkers? (Choose three.)

A) They are logical
B) They are empathetic
C) They are organized
D) They are analytical

3. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if a start button or disk icon appears on the screen
B) Ask the customer if he is the only one who can print to this server
C) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D) Ask the customer if he has experienced any problems recently with any other applications

4. Which four statements about self-help materials are true?

A) They should replace the need for instructor-led training
B) Their location should be explained to employees
C) They should be timely and relevant
D) They should contain accurate information
E) They should be user-friendly

5. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Explain how the help desk benefits the customer
B) Ask the customer if he is married
C) Ask the customer where he resides
D) Explain to the customer what you just did

Solutions: