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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 three are benefits of a call management system? (Choose three.)

A.

The analyst is able to view the customers contact information

B.

The analyst is able to view the customers call history

C.

The analyst is able to view the customers password information

D.

The analyst is able to log the customers problem

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A.

You rely on the obvious

B.

You use the same tools

C.

You are open to learning

D.

You offer more options

For which three reasons do companies implement security policies? (Choose three.)

A.

Corporate responsibility

B.

Loss prevention

C.

Legal mandate

D.

Lower costs

What does the abbreviation CTI stand for?

A.

Computer Telephony Integration

B.

Calls, Telephones, and Internet

C.

Customer Telephone Interface

D.

Customised Telephony Intelligence

Who is responsible for maintaining a working environment conducive to effective inter-departmental relationships?

A.

Executive management

B.

Department managers

C.

Everyone

D.

Human resources

In which four circumstances is it appropriate to use open questions? (Choose three.)

A.

When you have exhausted your possibilities

B.

When your time is limited

C.

When you need to build rapport

D.

When you need the customer to elaborate

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

A.

Find someone else who can understand the customer better

B.

Inform the customer that you cannot understand them and there is nothing you can do to help them

C.

Ask the customer is there is someone else in their organisation for you to talk to

D.

Tell the customer you are having difficulty understanding them

What are peripheral devices?

A.

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

D.

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

What are three components of CTI? (Choose three.)

A.

ACD

B.

Integration server

C.

IVR

D.

NT domain server

Which metric indicates how often a customer may need a follow-up call to achieve resolution?

A.

First call resolution rate

B.

Call return rate

C.

Abandon rate

D.

Capture rate

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A.

Corporate home pages

B.

Frequently asked questions (FAQs)

C.

Work/problem ticket request pages

D.

Knowledge databases

Which three approaches help create a positive business reputation? (Choose three.)

A.

When you hear complaints about your organisation, change the subject

B.

See what you can do to assist any co-worker who is unhappy or experiencing problems

C.

Have a good attitude and never speak negatively about your organisation

D.

Try to have a positive and memorable effect on every person you communicate with each day

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.

Notify IT/legal/security departments

C.

Notify industry piracy association

D.

Do nothing, everyone already knows

Which four statements about self-help materials are true? (Choose four.)

A.

Their location should be explained to employees

B.

They should be user-friendly

C.

They should contain accurate information

D.

They should be timely and relevant

E.

They should replace the need for instructor-led training

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A.

Be confident

B.

Be agreeable to all customer opinions

C.

Be talkative

D.

Be efficient

E.

Be enthusiastic, but natural

Which two are characteristics of unsuccessful teams? (Choose two.)

A.

Good team morale

B.

Lack objectives

C.

Lack of ownership

D.

Independence

What is paraphrasing?

A.

Using lots of long words when speaking to a customer

B.

Telling the customer what they meant to say

C.

Repeating what the customer says using your own words

D.

Repeating what the customer says in their words

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

A.

It provides searchable topic fields

B.

It provides private access

C.

It is computer-based

D.

It is printable

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A.

Determine priority/severity and collect/document the appropriate information

B.

Escalate to a manager to reassign the call

C.

Set a call back time and tell the customer you will review the call with an expert

D.

Inform the customer of the product limitations you are aware of, but assure them they will receive support

Which two are benefits of teamwork? (Choose two.)

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

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Total 116 questions
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