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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about successful team players is true?

A) They desire continued acceptance by the group
B) They impose ideas and values on others
C) They change attitudes to conform to group standards
D) They encourage member input in decisions

2. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Reset the customer expectation for low severity problems
B) Record the problem as a low severity
C) Assess the technical and business issues and negotiate until you and the customer agree
D) Refer the customer to the service level agreement (SLA)

3. What are three important attributes of high-quality leaders? (Choose three.)

A) They use authority and control to direct the subordinates
B) They stimulate creativity and innovation among subordinates
C) They encourage interest and curiosity among subordinates
D) They provide a channel through which problems can be aired

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

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

5. Which four statements about self-help materials are true?

A) They should be timely and relevant
B) Their location should be explained to employees
C) They should replace the need for instructor-led training
D) They should be user-friendly
E) They should contain accurate information

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