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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

In which three situations is escalating a call to management appropriate? (choose three)

A. When you have little or no experience with the problem
B. When the service level agreement (SLA) requires it
C. When you have exhausted all your available resources
D. When the customer requests it

Question 2

What is the primary purpose of an on-going (event) survey?

A. Trend customer satisfaction between annual surveys
B. Measure individual analyst performance
C. Determine employee bonuses
D. Evaluate customer satisfaction with products, services, and personnel

Question 3

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

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

Question 4

What is a key principle of negotiation with customers?

A. Stick to the facts and ignore the customer's emotions
B. Seek a solution that aligns with support center policies and processes.
C. Focus on the individual rather than on the resolution.
D. Determine the customer's underlying need and seek a mutually beneficial solution.

Question 5

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

Solutions: