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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Wait and see if the customer calls back
B) E-mail an apology to the customer
C) Instruct another analyst to conduct follow-up
D) Notify you manager of the situation

2. Which statement about telephone etiquette is true?

A) Gum chewing is acceptable as long as the customer cannot hear it
B) Eating is okay as long as you obtain the customer's consent
C) :Please hold" is an appropriate way to answer the telephone when you are busy
D) It is customary to pick up the telephone between one to three rings

3. For which three reasons do companies implement security polices? (choose three)

A) Loss prevention
B) Corporate responsibility
C) Legal mandate
D) Lower costs

4. Which two statements describe active listening? (choose two)

A) Eliminate internal biases and negative thoughts
B) Listen for ideas and images, not just words
C) Interrupt the caller to clarify statements
D) Place the caller on hold to take notes

5. In which three ways can you create a positive image of your organization? (choose three)

A) Respond to customers in a timely fashion
B) Follow all call-flow procedures
C) Provide consistent and fair services
D) Display sensitivity to the feelings of your customers

Solutions: