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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) Low superior-subordinate interaction
B) Low employee morale
C) High adherence to policies
D) High employee morale

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

A) Presents a plan of how to get the solution
B) Viewed as a problem solver
C) Focuses on the best solution
D) Steps to the customers side for understanding

4. Companies typically restrict access to which three types of data? (Choose three.)

A) Proprietary information
B) Payroll information
C) Office location
D) Personnel records

5. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Determine priority/severity and collect/document the appropriate information
B) Set a call back time and tell the customer you will review the call with an expert
C) Inform the customer of the product limitations you are aware of, but assure them they will receive support
D) Escalate to a manager to reassign the call

Solutions: