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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about telephone etiquette is true?

A) Eating is okay as long as you obtain the customer's consent
B) It is customary to pick up the telephone between one to three rings
C) Gum chewing is acceptable as long as the customer cannot hear it
D) :Please hold" is an appropriate way to answer the telephone when you are busy

2. 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) Customers will receive the same level of professionalism
C) The close of a telephone call is as important as the greeting
D) It is an effective way to handle difficult customers

3. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Wait and see if the customer calls back
B) Notify you manager of the situation
C) E-mail an apology to the customer
D) Instruct another analyst to conduct follow-up

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

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

5. What are three benefits of a change management process? (Choose three.)

A) Timely notification to affected parties
B) Documentation of affected systems and processes
C) Pro-active communication
D) Timely problem resolution

Solutions: