HDI World wide Certification HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Develop alternatives
B) Apologies for not being able to assist the customer
C) Inform the customer that the product is not supported
D) Determine what the real need is

2. What is deductive reasoning?

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

3. What are three obstructions to active listening? (Choose three.)

A) Prior knowledge
B) Positive reinforcement
C) Situational constraints
D) Emotional carry-over

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

5. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts work with specific customer issues
B) Analysts take part the decision-making process
C) Analysts attend Help Desk meetings
D) Analysts work through lunch

Solutions: