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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Call return rate
B) Abandon rate
C) Capture rate
D) First call resolution rate

3. 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

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

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

5. Which two are characteristics of a team player? (Choose two.)

A) Participation
B) Independence
C) Courtesy
D) Conformity

Solutions: