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HDI HD0-100 Exam Syllabus Topics:

SectionObjectives
Customer Service Skills- Managing difficult customers
- Customer interaction best practices
- Communication fundamentals
Problem Solving and Troubleshooting- Escalation procedures
- Basic troubleshooting methodology
Help Desk Operations- Incident handling process
- Ticket documentation and tracking
Professionalism and IT Support Standards- Service level expectations
- Workplace professionalism

HDI Help Desk Analyst (HDA) Sample Questions:

Which two are benefits of teamwork? (choose two)

  • A. Reduced flexibility
  • B. More buy-in
  • C. Higher motivation
  • D. Increased sympathy
Reveal Solution  Discussion  0

Correct Answer: B,C  🗳️

Which two characterize a successful negotiator? (Choose two.)

  • A. Steps to the customers side for understanding
  • B. Focuses on the best solution
  • C. Viewed as a problem solver
  • D. Presents a plan of how to get the solution
Reveal Solution  Discussion  0

Correct Answer: C,D  🗳️

Which metric indicates how long A customer has to wait before talking to an analyst?

  • A. Average capture time
  • B. Average speed of answer
  • C. Average call time
  • D. Average talk time
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Which two statements describe active listening? (choose two)

  • A. Place the caller on hold to take notes
  • B. Eliminate internal biases and negative thoughts
  • C. Interrupt the caller to clarify statements
  • D. Listen for ideas and images, not just words
Reveal Solution  Discussion  0

Correct Answer: B,D  🗳️

What should you do to assess A customer level of knowledge?

  • A. Provide more detailed explanations
  • B. Ask closed questions
  • C. Assume the customer has a basic level of knowledge
  • D. Ask open questions
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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1127 Customer ReviewsCustomers Feedback (* Some similar or old comments have been hidden.)

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