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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the key benefit of a positive work environment?

A) The need for recognition of individual effort is minimized
B) Diversification of skill sets is minimized
C) Rapport among team members is increased
D) Management involvement is separated from individual involvement

2. What is the primary purpose of an on-going (event) survey?

A) Evaluate customer satisfaction with products, services, and personnel
B) Trend customer satisfaction between annual surveys
C) Measure individual analyst performance
D) Determine employee bonuses

3. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Results in customers calling less frequently
B) Helps customers make better decisions
C) Keeps customers up-to-date on new applications
D) Improves quality and accuracy

4. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst closes the call and moves to the next call
B) The analyst has another analyst call the customer
C) The analyst calls the customer back and blames the incorrect information on bad documentation
D) The analyst calls the customer back to correct the information

5. What are peripheral devices?

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

Solutions: