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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) Explain to the customer what you just did
C) Ask the customer where he resides
D) Ask the customer if he is married

2. Which three techniques describe basic creative thinking? (choose three)

A) Developing alternatives
B) Looking beyond the evident
C) Changing your perspective
D) Talking the complex approach

3. Which two facts about customer satisfaction are true? (choose two)

A) More customers are lost to poor service than poor product
B) It is more costly to retain A customer than acquire a new one
C) Customers from opinions about organizations based on contact with a small portion of that organization
D) More customer contacts can be made over the phone than in person

4. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Empathize with the customer
B) Raise your voice when asking questions
C) Tell the customer to "snap out of it"
D) Regularly use the customer's first name

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

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

Solutions: