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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Style
C) Restating
D) Vocabulary

2. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Develop alternatives
B) Inform the customer that the product is not supported
C) Determine what the real need is
D) Apologies for not being able to assist the customer

3. Which three skills should a network administrator's skill set include? (choose three)

A) Perform PING, Telnet, and trace route tests
B) Perform loop-back tests
C) Run tests on automated internet password reset system
D) Conduct remote diagnostics on the network interface card

4. 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

5. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Ask the customer where he resides
B) Explain to the customer what you just did
C) Explain how the help desk benefits the customer
D) Ask the customer if he is married

Solutions: