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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have little or no experience with the problem
B) When the service level agreement (SLA) requires it
C) When you have exhausted all your available resources
D) When the customer requests it

2. A customer satisfaction survey is important because it obtains information about_____.

A) Individual analyst performance
B) The customer base
C) Management performance
D) Customer service performance

3. Which system allows A customer to choose among various options when calling a help desk?

A) Multiple Option System (MOS)
B) Optional Response Routing (ORR)
C) Interactive Voice Response (IVR)
D) Voice Recognition System (VRS)

4. Which three media can be used to conduct surveys? (Choose three.)

A) Personal interviews
B) E-mail
C) The Internet
D) A suggestion box

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

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

Solutions: