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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two statements describe active listening? (choose two)

A) Eliminate internal biases and negative thoughts
B) Listen for ideas and images, not just words
C) Interrupt the caller to clarify statements
D) Place the caller on hold to take notes

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

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

3. Which question allows you to determine whether or not your customer is logged on to the network?

A) Are you logged on to the network?
B) Can you access e-mail?
C) Which drives are displayed on your computer?
D) What is your login ID?

4. Which four statements about self-help materials are true?

A) They should replace the need for instructor-led training
B) They should be timely and relevant
C) Their location should be explained to employees
D) They should contain accurate information
E) They should be user-friendly

5. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Justification for not meeting customer expectations
B) Promotes adherence to policies
C) Ensures consistent service
D) Identifies areas out of policy

Solutions: