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

2. Which statement about service level agreements (SLAs) is true?

A) SLAs are used to document customer and service provider expectations
B) SLAs are used to document service provider expectations only
C) SLAs are used to document customer expectations only
D) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.

3. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Allows ticket monitoring
C) Provide an audit trail of activities
D) Measures frequency of calls

4. What is deductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on experience and intuition
C) Reasoning based on logic and analysis
D) Reasoning based on analysis and experience

5. Which two characterize a successful negotiator? (Choose two.)

A) Focuses on the best solution
B) Viewed as a problem solver
C) Presents a plan of how to get the solution
D) Steps to the customers side for understanding

Solutions: