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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. In which two instances is it appropriate to use the customers first name? (choose two)

A) When the customer becomes irate
B) During informal communication
C) During the initial interaction with the customer
D) When you have established a good rapport with the customer

2. What does the abbreviation CTI stand for?

A) Customer Telephone Interface
B) Calls, Telephones, and Internet
C) Computer Telephony Integration
D) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.

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

A) Work/problem ticket request pages
B) Knowledge databases
C) Corporate home pages
D) Frequently asked questions (FAQs)

4. What are three characteristics of effective inter-departmental relationship?

A) Shared information between departments within your organization
B) Support of other departments even when they make a mistake
C) Shared management responsibilities
D) Treatment of others in your organization as if they were your customer

5. Which two characterize a successful negotiator? (Choose two.)

A) Steps to the customers side for understanding
B) Presents a plan of how to get the solution
C) Viewed as a problem solver
D) Focuses on the best solution

Solutions: