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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are benefits of teamwork? (choose two)

A) Increased sympathy
B) Higher motivation
C) More buy-in
D) Reduced flexibility

2. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be talkative
B) Be enthusiastic, but natural
C) Be efficient
D) Be confident
E) Be agreeable to all customers opinions

3. What are peripheral devices?

A) Devices that are connected to the computer, but are external in relationships to the processing unit
B) Devices that are connected to the computer and are internal in relationship to the processing unit
C) Devices that are connected to the computer and become the processing unit
D) Devices that are connected to the computer, but are neither internal nor external to the processing unit

4. Which two statements describe active listening? (choose two)

A) Place the caller on hold to take notes
B) Listen for ideas and images, not just words
C) Eliminate internal biases and negative thoughts
D) Interrupt the caller to clarify statements

5. What is a key benefit of a knowledge-base system?

A) Requires lower maintance
B) Decreases network traffic
C) Saves time and money
D) Increase call volume

Solutions: