HDI Help Desk Analyst (HDA) : HD0-100 Exam Questions

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which three are common characteristics of successful teams? (Choose three.)

A) Share a high level of mutual trust
B) Possess relevant technical skills
C) Clear understanding of goals/objectives
D) Conform to group pressure and viewpoint

3. What is paraphrasing?

A) Repeating what the customer says in their words
B) Using lots of long words when speaking to A customer
C) Telling the customer what they meant to say
D) Repeating what the customer says using your own words

4. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) High adherence to policies
B) Low superior-subordinate interaction
C) Low employee morale
D) High employee morale

5. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Wait for customers to call the help desk
B) Troubleshoot the problem yourself
C) Call all customers that use the server
D) Inform the other help desk analysts

Solutions: