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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Ask the customer if he is the only one who can print to this server
C) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D) Ask the customer if a start button or disk icon appears on the screen

2. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be agreeable to all customers opinions
B) Be efficient
C) Be confident
D) Be talkative
E) Be enthusiastic, but natural

3. Which three are characteristics of a good negotiator? (choose three)

A) Clearly identifies who/what is at fault
B) Focuses on what is needed
C) Presents multiple options
D) Develops realistic expectations

4. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You offer more options
B) You rely on the obvious
C) You are open to learning
D) You use the same tools

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

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

Solutions: