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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three techniques of active listening? (choose three)

A) Acknowledging the customer
B) Concentrating
C) Researching the problem
D) Taking notes

2. Which question allows you to determine whether or not your customer is logged on to the network?

A) Which drives are displayed on your computer?
B) Can you access e-mail?
C) What is your login ID?
D) Are you logged on to the network?

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

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

4. What is the most commonly used technology in the support center?

A) E-mail
B) Telephony
C) Remote control
D) Self-help

5. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Independence
B) Lack objectives
C) Good team morale
D) Lack of ownership

Solutions: