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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

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

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

Question 2

Place each style next to its attribute.

Question 3

Which three approached help create a positive business reputation? (Choose three.)

A. See what you can do to assist any co-worker who is unhappy or experiencing problems
B. Try to have a positive and memorable effect on every person you communicate with each day
C. Have a good attitude and never speak negatively about you organization
D. When you hear complaints about your organization, change the subject

Question 4

What are three techniques of active listening? (choose three)

A. Concentrating
B. Taking notes
C. Acknowledging the customer
D. Researching the problem

Question 5

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A. Regularly use the customer's first name
B. Tell the customer to "snap out of it"
C. Raise your voice when asking questions
D. Empathize with the customer

Solutions: