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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which technique will best optimize talk time?

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

2. A customer satisfaction survey is important because it obtains information about_____.

A) Customer service performance
B) The customer base
C) Individual analyst performance
D) Management performance

3. What is inductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on logical and analysis
C) Reasoning based on analysis and experience
D) Reasoning based on experience and intuition

4. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You are open to learning
C) You rely on the obvious
D) You offer more options

5. Why are customer satisfaction surveys important?

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

Solutions: