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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Department managers
B) Executive management
C) Everyone
D) Human resources

2. Which system allows A customer to choose among various options when calling a help desk?

A) Optional Response Routing (ORR)
B) Multiple Option System (MOS)
C) Voice Recognition System (VRS)
D) Interactive Voice Response (IVR)

3. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Stay on target
B) Slow the pace
C) Focus on the facts
D) Be less time-disciplined
E) Project confidence

4. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Shared management responsibilities
C) Shared information between departments within your organization
D) Treatment of others in your organization as if they were your customer

5. In which two instances is it appropriate to use the customers first name? (choose two)

A) During informal communication
B) When the customer becomes irate
C) When you have established a good rapport with the customer
D) During the initial interaction with the customer

Solutions: