Help Desk Analyst (HDA) - HD0-100 Exam Practice Test

Question 1

What is the primary role of support service?

A. To provide technical resolutions

B. To track problems and bugs

C. To provide the customer with a knowledge-base

D. To provide quality assistance

Correct Answer: D

Question 2

What two considerations need to be made when sharing workspace? (Choose two.)

A. None, each person needs to take care of it themselves

B. Maintain a clean environment

C. Discretion and courtesy when decorating

D. Share only with persons with similar likes/dislikes

Correct Answer: B,C

Question 3

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A. Tell the customer to "snap out of it"

B. Raise your voice when asking questions

C. Empathize with the customer

D. Regularly use the customer's first name

Correct Answer: C,D

Question 4

Which statement best describes logical problem solving?

A. Finding a workaround in the shortest possible time

B. Organizing a problem into a series of rational, orderly steps

C. A reactive process

D. Applying a project management approach

Correct Answer: B

Question 5

Which statement about successful team players is true?

A. They change attitudes to conform to group standards

B. They impose ideas and values on others

C. They encourage member input in decisions

D. They desire continued acceptance by the group

Correct Answer: C

Question 6

An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A. Focus on the facts

B. Slow the pace

C. Stay on target

D. Be less time-disciplined

E. Project confidence

Correct Answer: A,B,C

HDI Help Desk Analyst (HDA) - HD0-100 Exam Practice Test

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