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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three obstructions to active listening? (Choose three.)

A) Emotional carry-over
B) Positive reinforcement
C) Situational constraints
D) Prior knowledge

2. 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) Have a good attitude and never speak negatively about you organization
C) Try to have a positive and memorable effect on every person you communicate with each day
D) When you hear complaints about your organization, change the subject

3. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Suggest that the customer ask a peer
B) Ask a peer
C) Escalate the problem
D) Use reference documentation

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

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

5. Which technique will best optimize talk time?

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

Solutions: