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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

A customer satisfaction survey is important because it obtains information about_____.

A. The customer base
B. Customer service performance
C. Management performance
D. Individual analyst performance

Question 2

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A. Develop alternatives
B. Inform the customer that the product is not supported
C. Determine what the real need is
D. Apologies for not being able to assist the customer

Question 3

What is a benefit of purchasing a knowledge database?

A. It is inexpensive to update
B. It provides comprehensive information on proprietary applications
C. It provides comprehensive information on commonly used hardware and software
D. It is inexpensive to purchase

Question 4

Which three are common characteristics of successful teams? (Choose three.)

A. Possess relevant technical skills
B. Conform to group pressure and viewpoint
C. Share a high level of mutual trust
D. Clear understanding of goals/objectives

Question 5

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

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

Solutions: