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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about telephone etiquette is true?

A) Eating is okay as long as you obtain the customer's consent
B) Gum chewing is acceptable as long as the customer cannot hear it
C) :Please hold" is an appropriate way to answer the telephone when you are busy
D) It is customary to pick up the telephone between one to three rings

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

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

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

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

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

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

5. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Ask the customer to repeat the problem back to you
B) Transfer the call to a more experienced analyst
C) Begin troubleshooting
D) Repeat back to the customer what you thought you heard

Solutions: