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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three key strengths of critical thinkers? (Choose three.)

A) They are analytical
B) They are organized
C) They are empathetic
D) They are logical

2. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst calls the customer back to correct the information
B) The analyst closes the call and moves to the next call
C) The analyst has another analyst call the customer
D) The analyst calls the customer back and blames the incorrect information on bad documentation

3. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Repeat back to the customer what you thought you heard
B) Begin troubleshooting
C) Transfer the call to a more experienced analyst
D) Ask the customer to repeat the problem back to you

4. In which two instances is it appropriate to use the customers first name? (choose two)

A) When you have established a good rapport with the customer
B) During the initial interaction with the customer
C) When the customer becomes irate
D) During informal communication

5. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is an effective way to handle difficult customers
B) It is important to put the customer at ease
C) Customers will receive the same level of professionalism
D) The close of a telephone call is as important as the greeting

Solutions: