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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

Which two are benefits of teamwork? (choose two)

A. Reduced flexibility
B. More buy-in
C. Higher motivation
D. Increased sympathy

Question 2

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

Question 3

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

Question 4

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

Question 5

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

Solutions: