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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three techniques describe basic creative thinking? (choose three)

A) Looking beyond the evident
B) Changing your perspective
C) Talking the complex approach
D) Developing alternatives

2. Companies typically restrict access to which three types of data? (Choose three.)

A) Personnel records
B) Payroll information
C) Proprietary information
D) Office location

3. 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

4. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Good team morale
B) Lack of ownership
C) Independence
D) Lack objectives

5. Which two facts about customer satisfaction are true? (choose two)

A) More customer contacts can be made over the phone than in person
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) It is more costly to retain A customer than acquire a new one
D) More customers are lost to poor service than poor product

Solutions: