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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A. Be agreeable to all customers opinions
B. Be confident
C. Be enthusiastic, but natural
D. Be efficient
E. Be talkative

Question 2

Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A. Low turnover rate between organisations
B. Low employee turnover
C. High employee morale
D. Low superior-to-subordinate interaction

Question 3

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

Question 4

Which two are effective techniques for dealing with stress? (Choose two.)

A. Set realistic goals/objectives
B. Exercise and observe good nutrition practices
C. Take long breaks
D. Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

Question 5

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

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

Solutions: