HDI HD0-100

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HDI Help Desk Analyst (HDA) Sample Questions:

1. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is important to put the customer at ease
B) It is an effective way to handle difficult customers
C) Customers will receive the same level of professionalism
D) The close of a telephone call is as important as the greeting

2. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)

A) Escalate the problem
B) Use reference documentation
C) Ask a peer
D) Suggest that the customer ask a peer

3. Which two statements describe active listening? (choose two)

A) Place the caller on hold to take notes
B) Interrupt the caller to clarify statements
C) Eliminate internal biases and negative thoughts
D) Listen for ideas and images, not just words

4. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify IT/legal/security departments
B) Notify industry piracy association
C) Notify software vendor
D) Do nothing, everyone already knows

5. What are three reasons for providing consistent service? (Choose three.)

A) To ensure empathy to customer needs
B) To instill confidence in your customer
C) To guarantee professionalism
D) To ensure a commitment to excellence

Solutions: