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HD0-100 HDI Help Desk Analyst (HDA) Free Practice Exam Questions (2025 Updated)

Prepare effectively for your HDI HD0-100 Help Desk Analyst (HDA) certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 116 questions

Which two techniques are important for keeping a customer focused? (Choose two.)

A.

Self-help systems

B.

Paraphrasing

C.

Open questions

D.

Closed questions

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

A.

They encourage interest and curiosity among subordinates

B.

They use authority and control to direct the subordinates

C.

They provide a channel through which problems can be aired

D.

They stimulate creativity and innovation among subordinates

Which three are the most common type of network problems? (Choose three.)

A.

Collisions, congestion, and delays

B.

Segment or ring does not respond, traffic limited, no workaround

C.

Systems will not reboot

D.

Users cannot reach connected devices, i.e., PC, servers, workstations

What are peripheral devices?

A.

Devices that are connected to the computer, but are neither internal nor external to the processing unit

B.

Devices that are connected to the computer and become the processing unit

C.

Devices that are connected to the computer and are internal in relationship to the processing unit

D.

Devices that are connected to the computer, but are external in relationship to the processing unit

Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a Drag and Drop question, click the Help button.

What is the primary role of support service?

A.

To provide the customer with a knowledge-base

B.

To provide technical resolutions

C.

To provide quality assistance

D.

To track problems and bugs

Which statement about telephone etiquette is true?

A.

Gum chewing is acceptable as long as the customer cannot hear it

B.

Eating is okay as long as you obtain the customer's consent

C.

"Please hold" is an appropriate way to answer the telephone when you are busy

D.

It is customary to pick up the telephone between one to three rings

What is a key benefit of purchasing a knowledge database?

A.

It provides comprehensive information on proprietary applications

B.

It is inexpensive to purchase

C.

It provides comprehensive information on commonly used hardware and software

D.

It is inexpensive to update

What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

A.

Ask open questions

B.

Provide more detailed explanations

C.

Assume the customer has a basic level of knowledge

D.

Ask closed questions

Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A.

Broadcast messaging

B.

Short text messaging

C.

Voice mail

D.

E-mail

What is deductive reasoning?

A.

Reasoning based on experience and intuition

B.

Reasoning based on analysis and experience

C.

Reasoning based on intuition and process of elimination

D.

Reasoning based on logic and analysis

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.

E-mail an apology to the customer

B.

Instruct another analyst to conduct follow-up

C.

Wait and see if the customer calls back

D.

Notify your manager of the situation

In which three situations is escalating a call to management appropriate? (Choose three.)

A.

When you have little or no experience with the problem

B.

When you have exhausted all your available resources

C.

When the customer requests it

D.

When the service level agreement (SLA) requires it

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

A.

The analyst calls the customer back and blames the incorrect information on bad documentation

B.

The analyst has another analyst call the customer

C.

The analyst closes the call and moves to the next call

D.

The analyst calls the customer back to correct the information

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Total 116 questions
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