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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What are peripheral devices?

A) Devices that are connected to the computer and become the processing unit
B) Devices that are connected to the computer, but are external in relationships to the processing unit
C) Devices that are connected to the computer and are internal in relationship to the processing unit
D) Devices that are connected to the computer, but are neither internal nor external to the processing unit

3. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is an effective way to handle difficult customers
B) Customers will receive the same level of professionalism
C) It is important to put the customer at ease
D) The close of a telephone call is as important as the greeting

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

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

5. Which statement about successful team players is true?

A) They impose ideas and values on others
B) They encourage member input in decisions
C) They change attitudes to conform to group standards
D) They desire continued acceptance by the group

Solutions: