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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Skills | - Communication fundamentals - Customer interaction best practices - Managing difficult customers |
| Professionalism and IT Support Standards | - Workplace professionalism - Service level expectations |
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
HDI Help Desk Analyst (HDA) Sample Questions:
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
- A. Repeat back to the customer what you thought you heard
- B. Ask the customer to repeat the problem back to you
- C. Transfer the call to a more experienced analyst
- D. Begin troubleshooting
Correct Answer: A 🗳️
What are three key strengths of critical thinkers? (Choose three.)
- A. They are logical
- B. They are analytical
- C. They are empathetic
- D. They are organized
Correct Answer: A,B,D 🗳️
In what three ways can you convey to the customer a desire and ability to help? (Choose three.)
- A. Be enthusiastic, but natural
- B. Be efficient
- C. Be agreeable to all customers opinions
- D. Be talkative
- E. Be confident
Correct Answer: A,B,E 🗳️
What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
- A. Helps customers make better decisions
- B. Results in customers calling less frequently
- C. Improves quality and accuracy
- D. Keeps customers up-to-date on new applications
Correct Answer: A,B 🗳️
Which statement best describes logical problem solving?
- A. A reactive process
- B. Applying a project management approach
- C. Finding a workaround in the shortest possible time
- D. Organizing a problem into a series of rational, orderly steps
Correct Answer: D 🗳️
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