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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three policies assist analysts with managing their time? (Choose three.)

A) Shift start and end times
B) Resolved tickets per day
C) Scheduled break times
D) Average talk time expectations

2. Which four statements about self-help materials are true?

A) They should contain accurate information
B) They should be timely and relevant
C) Their location should be explained to employees
D) They should be user-friendly
E) They should replace the need for instructor-led training

3. Why are customer satisfaction surveys important?

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

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

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

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

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

Solutions: