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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
| Topic 2: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
| Topic 3: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 4: Customer Service Skills | 30% | - Active listening and communication - Empathy and professionalism - Handling difficult customers - Telephone and email etiquette |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
What is the key benefit of using a web site for reference?
- A. It provides searchable topic fields
- B. It provides private access
- C. It is computer-based
- D. It is printable
Correct Answer: A 🗳️
Which two techniques are important for keeping A customer focused? (Choose two.)
- A. Paraphrasing
- B. Closed questions
- C. Open questions
- D. Self-help systems
Correct Answer: A,B 🗳️
Which three skills should a network administrator's skill set include? (choose three)
- A. Perform PING, Telnet, and trace route tests
- B. Run tests on automated internet password reset system
- C. Perform loop-back tests
- D. Conduct remote diagnostics on the network interface card
Correct Answer: A,C,D 🗳️
An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)
- A. Focus on the facts
- B. Stay on target
- C. Be less time-disciplined
- D. Slow the pace
- E. Project confidence
Correct Answer: A,B,D 🗳️
Which metric indicates how long A customer has to wait before talking to an analyst?
- A. Average capture time
- B. Average talk time
- C. Average call time
- D. Average speed of answer
Correct Answer: D 🗳️
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