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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Closed questions
B) Paraphrasing
C) Open questions
D) Self-help systems

2. 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

3. Which statement best describes logical problem solving?

A) Organizing a problem into a series of rational, orderly steps
B) Applying a project management approach
C) Finding a workaround in the shortest possible time
D) A reactive process

4. For which two reasons do help desk's log all calls? (Choose two.)

A) Allows ticket monitoring
B) Measures frequency of calls
C) Provide an audit trail of activities
D) Prove the help desk is right

5. Which technique will best optimize talk time?

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

Solutions: