HDI HD0-100 Exam : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three components of CTI? (choose three)

A) Integration server
B) ACD
C) IVR
D) NT domain server

2. Which two are effective techniques for dealing with stress? (Choose two.)

A) Take long breaks
B) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
C) Exercise and observe good nutrition practices
D) Set realistic goals/objectives

3. What are three benefits of a change management process? (Choose three.)

A) Documentation of affected systems and processes
B) Timely notification to affected parties
C) Timely problem resolution
D) Pro-active communication

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

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

5. Which three media can be used to conduct surveys? (Choose three.)

A) E-mail
B) The Internet
C) A suggestion box
D) Personal interviews

Solutions: