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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. 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

2. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Paraphrasing
B) Closed questions
C) Open questions
D) Self-help systems

3. 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

4. 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

5. 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

Solutions: