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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Empathize with the customer
B) Tell the customer to "snap out of it"
C) Raise your voice when asking questions
D) Regularly use the customer's first name

2. Place the Problem solving steps in order.

3. What is paraphrasing?

A) Repeating what the customer says in their words
B) Using lots of long words when speaking to A customer
C) Repeating what the customer says using your own words
D) Telling the customer what they meant to say

4. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Be less time-disciplined
B) Project confidence
C) Stay on target
D) Slow the pace
E) Focus on the facts

5. What is deductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on logic and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience

Solutions: