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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) Customers report that they cannot receive credit card payments due to network connectivity loss
C) Fifteen database developers have no network connectivity in their area of the building or floor
D) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center

2. Which technique will best optimize talk time?

A) Analyst uses business language
B) Analyst asks clarifying questions
C) Analyst adjust to customer pace and competence level
D) Customer should be prepared to actively listen

3. 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

4. What is a key benefit of establishing effective inter-departmental relationship?

A) Diversity of skill sets is minimized
B) Rapport among organization members is established
C) Management involvement is separate from individual involvement
D) Recognition of individual department efforts is not required

5. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Ask the customer if he is the only one who can print to this server
C) Ask the customer if a start button or disk icon appears on the screen
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

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