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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify software vendor
B) Do nothing, everyone already knows
C) Notify industry piracy association
D) Notify IT/legal/security departments

2. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Wait and see if the customer calls back
B) E-mail an apology to the customer
C) Instruct another analyst to conduct follow-up
D) Notify you manager of the situation

3. A customer satisfaction survey is important because it obtains information about_____.

A) Management performance
B) Customer service performance
C) The customer base
D) Individual analyst performance

4. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Identifies areas out of policy
B) Justification for not meeting customer expectations
C) Ensures consistent service
D) Promotes adherence to policies

5. Companies typically restrict access to which three types of data? (Choose three.)

A) Payroll information
B) Personnel records
C) Office location
D) Proprietary information

Solutions: