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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three policies assist analysts with managing their time? (Choose three.)

A) Scheduled break times
B) Average talk time expectations
C) Shift start and end times
D) Resolved tickets per day

2. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Style
C) Restating
D) Vocabulary

3. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You offer more options
C) You are open to learning
D) You rely on the obvious

4. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Escalate to a manager to reassign the call
B) Set a call back time and tell the customer you will review the call with an expert
C) Inform the customer of the product limitations you are aware of, but assure them they will receive support
D) Determine priority/severity and collect/document the appropriate information

5. What is a benefit of purchasing a knowledge database?

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

Solutions: