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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

Question 2

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

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

Question 3

Which three approached help create a positive business reputation? (Choose three.)

A. When you hear complaints about your organization, change the subject
B. Try to have a positive and memorable effect on every person you communicate with each day
C. Have a good attitude and never speak negatively about you organization
D. See what you can do to assist any co-worker who is unhappy or experiencing problems

Question 4

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

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

Question 5

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A. Reset the customer expectation for low severity problems
B. Refer the customer to the service level agreement (SLA)
C. Assess the technical and business issues and negotiate until you and the customer agree
D. Record the problem as a low severity

Solutions: