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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) E-mail
B) Voice mail
C) Broadcast messaging
D) Short text messaging

3. Companies typically restrict access to which three types of data? (Choose three.)

A) Proprietary information
B) Personnel records
C) Payroll information
D) Office location

4. What is deductive reasoning?

A) Reasoning based on experience and intuition
B) Reasoning based on logic and analysis
C) Reasoning based on analysis and experience
D) Reasoning based on intuition and process of elimination

5. Why are customer satisfaction surveys important?

A) They reveal how the help desk is perceived by the customer
B) They determine the percentage of first call resolution (FCR)
C) They reveal what abandon rate is acceptable
D) They determine what level of support the customer is receiving

Solutions: