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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are characteristics of a good negotiator? (choose three)

A) Clearly identifies who/what is at fault
B) Presents multiple options
C) Develops realistic expectations
D) Focuses on what is needed

2. Which system allows A customer to choose among various options when calling a help desk?

A) Optional Response Routing (ORR)
B) Voice Recognition System (VRS)
C) Multiple Option System (MOS)
D) Interactive Voice Response (IVR)

3. Which two are effective techniques for dealing with stress? (Choose two.)

A) Set realistic goals/objectives
B) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
C) Exercise and observe good nutrition practices
D) Take long breaks

4. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Results in customers calling less frequently
B) Improves quality and accuracy
C) Helps customers make better decisions
D) Keeps customers up-to-date on new applications

5. Which two are characteristics of a team player? (Choose two.)

A) Participation
B) Courtesy
C) Conformity
D) Independence

Solutions: