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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

What is the primary purpose of an on-going (event) survey?

A. Evaluate customer satisfaction with products, services, and personnel
B. Measure individual analyst performance
C. Determine employee bonuses
D. Trend customer satisfaction between annual surveys

Question 2

Which three are benefits of a call management system? (Choose three.)

A. The analyst is able to log the customers problem
B. The analyst is able to view the customers contact information
C. The analyst is able to view the customers call history
D. The analyst is able to view the customers password information

Question 3

Which three policies assist analysts with managing their time? (Choose three.)

A. Scheduled break times
B. Average talk time expectations
C. Resolved tickets per day
D. Shift start and end times

Question 4

In which three circumstances is it appropriate to use open question? (Choose three.)

A. When you have exhausted your possibilities
B. When you need to build rapport
C. When you need the customer elaborate
D. When your time is limited

Question 5

Which four statements about self-help materials are true?

A. They should be timely and relevant
B. They should be user-friendly
C. They should contain accurate information
D. Their location should be explained to employees
E. They should replace the need for instructor-led training

Solutions: