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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three techniques describe basic creative thinking? (choose three)

A) Talking the complex approach
B) Changing your perspective
C) Looking beyond the evident
D) Developing alternatives

2. Which system allows A customer to choose among various options when calling a help desk?

A) Interactive Voice Response (IVR)
B) Multiple Option System (MOS)
C) Voice Recognition System (VRS)
D) Optional Response Routing (ORR)

3. What is the key benefit of a positive work environment?

A) Management involvement is separated from individual involvement
B) Diversification of skill sets is minimized
C) Rapport among team members is increased
D) The need for recognition of individual effort is minimized

4. What are three obstructions to active listening? (Choose three.)

A) Prior knowledge
B) Emotional carry-over
C) Situational constraints
D) Positive reinforcement

5. What is the key benefit of using a web site for reference?

A) It provides private access
B) It is printable
C) It provides searchable topic fields
D) It is computer-based

Solutions: