HDI HD0-100

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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the key benefit of using a web site for reference?

A) It is printable
B) It provides private access
C) It provides searchable topic fields
D) It is computer-based

2. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Lack of ownership
B) Good team morale
C) Independence
D) Lack objectives

3. In which two instances is it appropriate to use the customers first name? (choose two)

A) During the initial interaction with the customer
B) When the customer becomes irate
C) When you have established a good rapport with the customer
D) During informal communication

4. What is the most commonly used technology in the support center?

A) Self-help
B) Telephony
C) Remote control
D) E-mail

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

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

Solutions: