HDI HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What is the primary role of support service?

A) To track problems and bugs
B) To provide quality assistance
C) To provide technical resolutions
D) To provide the customer with a knowledge-base

3. A customer satisfaction survey is important because it obtains information about_____.

A) The customer base
B) Management performance
C) Customer service performance
D) Individual analyst performance

4. Which statement best describes logical problem solving?

A) Organizing a problem into a series of rational, orderly steps
B) Finding a workaround in the shortest possible time
C) A reactive process
D) Applying a project management approach

5. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is important to put the customer at ease
B) The close of a telephone call is as important as the greeting
C) Customers will receive the same level of professionalism
D) It is an effective way to handle difficult customers

Solutions: