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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What does the abbreviation CTI stand for?

A) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
B) Customer Telephone Interface
C) Calls, Telephones, and Internet
D) Computer Telephony Integration

3. What are three key strengths of critical thinkers? (Choose three.)

A) They are empathetic
B) They are organized
C) They are logical
D) They are analytical

4. What are three obstructions to active listening? (Choose three.)

A) Situational constraints
B) Prior knowledge
C) Positive reinforcement
D) Emotional carry-over

5. Which three policies assist analysts with managing their time? (Choose three.)

A) Resolved tickets per day
B) Scheduled break times
C) Average talk time expectations
D) Shift start and end times

Solutions: