HDI HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Capture rate
B) Abandon rate
C) Call return rate
D) First call resolution rate

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

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) Stay on target
C) Slow the pace
D) Project confidence
E) Focus on the facts

5. Which topologies are used to provide interconnectivity between networks?

A) TCP/IP, UNIX, and IPX/SPX
B) T-1s, ISDN, and Mainframe
C) RS-232, Analogue, and Voice
D) Ethernet, Fiber Optic, and Token Ring

Solutions: