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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

A customer satisfaction survey is important because it obtains information about_____.

A. The customer base
B. Management performance
C. Customer service performance
D. Individual analyst performance

Question 2

Why are customer satisfaction surveys important?

A. They determine what level of support the customer is receiving
B. They reveal how the help desk is perceived by the customer
C. They determine the percentage of first call resolution (FCR)
D. They reveal what abandon rate is acceptable

Question 3

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

Question 4

Which three approached help create a positive business reputation? (Choose three.)

A. Have a good attitude and never speak negatively about you organization
B. Try to have a positive and memorable effect on every person you communicate with each day
C. See what you can do to assist any co-worker who is unhappy or experiencing problems
D. When you hear complaints about your organization, change the subject

Question 5

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

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

Solutions: