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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. 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

2. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average talk time
B) Average capture time
C) Average speed of answer
D) Average call time

3. In which three situations is escalating a call to management appropriate? (choose three)

A) When the service level agreement (SLA) requires it
B) When you have little or no experience with the problem
C) When you have exhausted all your available resources
D) When the customer requests it

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

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

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

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

Solutions: