HDI Help Desk Analyst (HDA) : HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst closes the call and moves to the next call
B) The analyst calls the customer back and blames the incorrect information on bad documentation
C) The analyst has another analyst call the customer
D) The analyst calls the customer back to correct the information

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

3. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You offer more options
C) You rely on the obvious
D) You are open to learning

4. Which two characterize a successful negotiator? (Choose two.)

A) Presents a plan of how to get the solution
B) Steps to the customers side for understanding
C) Viewed as a problem solver
D) Focuses on the best solution

5. What are three techniques of active listening? (choose three)

A) Acknowledging the customer
B) Taking notes
C) Concentrating
D) Researching the problem

Solutions: