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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Place each style next to its attribute.

2. Which two are effective techniques for dealing with stress? (Choose two.)

A) Take long breaks
B) Exercise and observe good nutrition practices
C) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
D) Set realistic goals/objectives

3. Which statement about successful team players is true?

A) They desire continued acceptance by the group
B) They change attitudes to conform to group standards
C) They encourage member input in decisions
D) They impose ideas and values on others

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 four statements about self-help materials are true?

A) They should be timely and relevant
B) Their location should be explained to employees
C) They should contain accurate information
D) They should be user-friendly
E) They should replace the need for instructor-led training

Solutions: