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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is an effective way to handle difficult customers
B) It is important to put the customer at ease
C) Customers will receive the same level of professionalism
D) The close of a telephone call is as important as the greeting

2. Why are customer satisfaction surveys important?

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

3. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if a start button or disk icon appears on the screen
B) Ask the customer if he has experienced any problems recently with any other applications
C) Ask the customer if he is the only one who can print to this server
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

4. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Provide an audit trail of activities
C) Measures frequency of calls
D) Allows ticket monitoring

5. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Stick to the facts and ignore the customer's emotions
C) Seek a solution that aligns with support center policies and processes.
D) Focus on the individual rather than on the resolution.

Solutions: