HDI HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are characteristics of a team player? (Choose two.)

A) Independence
B) Participation
C) Courtesy
D) Conformity

2. Which three media can be used to conduct surveys? (Choose three.)

A) E-mail
B) Personal interviews
C) A suggestion box
D) The Internet

3. 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) Determine what the real need is
C) Apologies for not being able to assist the customer
D) Inform the customer that the product is not supported

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) E-mail
B) Voice mail
C) Broadcast messaging
D) Short text messaging

5. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Frequently asked questions (FAQs)
B) Corporate home pages
C) Work/problem ticket request pages
D) Knowledge databases

Solutions: