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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which two characterize a successful negotiator? (Choose two.)

A) Steps to the customers side for understanding
B) Focuses on the best solution
C) Viewed as a problem solver
D) Presents a plan of how to get the solution

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Troubleshoot the problem yourself
B) Inform the other help desk analysts
C) Call all customers that use the server
D) Wait for customers to call the help desk

4. What is the most commonly used technology in the support center?

A) E-mail
B) Self-help
C) Telephony
D) Remote control

5. What is a key benefit of a knowledge-base system?

A) Increase call volume
B) Saves time and money
C) Decreases network traffic
D) Requires lower maintance

Solutions: