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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are peripheral devices?

A) Devices that are connected to the computer and are internal in relationship to the processing unit
B) Devices that are connected to the computer, but are neither internal nor external to the processing unit
C) Devices that are connected to the computer and become the processing unit
D) Devices that are connected to the computer, but are external in relationships to the processing unit

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

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

3. Which statement about telephone etiquette is true?

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

4. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Set a call back time and tell the customer you will review the call with an expert
B) Inform the customer of the product limitations you are aware of, but assure them they will receive support
C) Escalate to a manager to reassign the call
D) Determine priority/severity and collect/document the appropriate information

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

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

Solutions: