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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) Determine priority/severity and collect/document the appropriate information
D) Inform the customer of the product limitations you are aware of, but assure them they will receive support

2. 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) Focus on the facts
C) Slow the pace
D) Project confidence
E) Be less time-disciplined

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

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

4. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?

A) Inform the customer that you cannot understand them and there is nothing you can do to help them
B) Find someone else who can understand the customer better
C) Ask the customer if there is someone else in their organization for you to talk to
D) Tell the customer you are having difficulty understanding them

5. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) Fifteen database developers have no network connectivity in their area of the building or floor
C) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
D) Customers report that they cannot receive credit card payments due to network connectivity loss

Solutions: