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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which technique will best optimize talk time?

A) Analyst asks clarifying questions
B) Analyst adjust to customer pace and competence level
C) Customer should be prepared to actively listen
D) Analyst uses business language

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

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

4. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Call return rate
B) Abandon rate
C) First call resolution rate
D) Capture rate

5. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst calls the customer back and blames the incorrect information on bad documentation
B) The analyst closes the call and moves to the next call
C) The analyst calls the customer back to correct the information
D) The analyst has another analyst call the customer

Solutions: