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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. In which three ways can you create a positive image of your organization? (choose three)

A) Follow all call-flow procedures
B) Display sensitivity to the feelings of your customers
C) Provide consistent and fair services
D) Respond to customers in a timely fashion

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

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

3. What is a key benefit of establishing effective inter-departmental relationship?

A) Recognition of individual department efforts is not required
B) Management involvement is separate from individual involvement
C) Diversity of skill sets is minimized
D) Rapport among organization members is established

4. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Executive management
B) Human resources
C) Everyone
D) Department managers

5. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) Short text messaging
B) Voice mail
C) E-mail
D) Broadcast messaging

Solutions: