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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

2. Which technique will best optimize talk time?

A) Analyst uses business language
B) Analyst adjust to customer pace and competence level
C) Analyst asks clarifying questions
D) Customer should be prepared to actively listen

3. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) Low employee morale
B) Low superior-subordinate interaction
C) High adherence to policies
D) High employee morale

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

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

5. What is the primary purpose of an on-going (event) survey?

A) Trend customer satisfaction between annual surveys
B) Evaluate customer satisfaction with products, services, and personnel
C) Determine employee bonuses
D) Measure individual analyst performance

Solutions: