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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which system allows A customer to choose among various options when calling a help desk?

A) Interactive Voice Response (IVR)
B) Multiple Option System (MOS)
C) Voice Recognition System (VRS)
D) Optional Response Routing (ORR)

2. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When you need the customer elaborate
B) When your time is limited
C) When you need to build rapport
D) When you have exhausted your possibilities

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

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

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

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

5. What are three benefits of a change management process? (Choose three.)

A) Pro-active communication
B) Documentation of affected systems and processes
C) Timely problem resolution
D) Timely notification to affected parties

Solutions: