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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

Which approach is preferable when responding to A customer?

A. Use industry terminology to educate the customer
B. Use vocabulary to match the customer's level of knowledge
C. Use acronyms that are commonly used in the industry
D. Use the simplest terminology that is understood by all levels of knowledge

Question 2

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

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

Question 3

During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A. Explain how the help desk benefits the customer
B. Ask the customer where he resides
C. Ask the customer if he is married
D. Explain to the customer what you just did

Question 4

What is the key benefit of using a web site for reference?

A. It provides searchable topic fields
B. It is printable
C. It is computer-based
D. It provides private access

Question 5

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A. Ask the customer if he is the only one who can print to this server
B. Ask the customer if he has experienced any problems recently with any other applications
C. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D. Ask the customer if a start button or disk icon appears on the screen

Solutions: