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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Active listening and communication - Telephone and email etiquette |
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
| Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
1. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
A) Ask the customer if there is someone else in their organization for you to talk to
B) Find someone else who can understand the customer better
C) Tell the customer you are having difficulty understanding them
D) Inform the customer that you cannot understand them and there is nothing you can do to help them
2. What are three techniques of active listening? (choose three)
A) Researching the problem
B) Taking notes
C) Acknowledging the customer
D) Concentrating
3. Place each style next to its attribute.
4. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
A) The analyst closes the call and moves to the next call
B) The analyst has another analyst call the customer
C) The analyst calls the customer back to correct the information
D) The analyst calls the customer back and blames the incorrect information on bad documentation
5. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
A) Low superior-subordinate interaction
B) Low employee morale
C) High employee morale
D) High adherence to policies
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C,D | Question # 3 Answer: Only visible for members | Question # 4 Answer: B | Question # 5 Answer: C,D |
