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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Handling difficult customers - Empathy and professionalism |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
| Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
Which two are characteristics of a team player? (Choose two.)
- A. Independence
- B. Conformity
- C. Participation
- D. Courtesy
Correct Answer: B,C 🗳️
Which technique will best optimize talk time?
- A. Customer should be prepared to actively listen
- B. Analyst uses business language
- C. Analyst asks clarifying questions
- D. Analyst adjust to customer pace and competence level
Correct Answer: D 🗳️
Which three approached help create a positive business reputation? (Choose three.)
- A. Have a good attitude and never speak negatively about you organization
- B. See what you can do to assist any co-worker who is unhappy or experiencing problems
- C. When you hear complaints about your organization, change the subject
- D. Try to have a positive and memorable effect on every person you communicate with each day
Correct Answer: A,B,D 🗳️
What are three components of CTI? (choose three)
- A. Integration server
- B. IVR
- C. ACD
- D. NT domain server
Correct Answer: A,B,C 🗳️
For which three reasons do companies implement security polices? (choose three)
- A. Corporate responsibility
- B. Lower costs
- C. Legal mandate
- D. Loss prevention
Correct Answer: A,C,D 🗳️
