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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Transfer the call to a more experienced analyst
B) Ask the customer to repeat the problem back to you
C) Begin troubleshooting
D) Repeat back to the customer what you thought you heard

3. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Everyone
B) Human resources
C) Department managers
D) Executive management

4. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Stay on target
B) Slow the pace
C) Project confidence
D) Focus on the facts
E) Be less time-disciplined

5. In which two instances is it appropriate to use the customers first name? (choose two)

A) During informal communication
B) When you have established a good rapport with the customer
C) When the customer becomes irate
D) During the initial interaction with the customer

Solutions: