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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
| Technical Knowledge | 15% | - Operating systems basics - Software and application support - Computer hardware components - Networking fundamentals |
| Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Solution verification and closure - Systematic troubleshooting methodology |
| Customer Service & Communication | 25% | - Effective communication techniques - Conflict resolution - Managing customer expectations - Service principles and best practices |
| Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Ticket logging and documentation - Prioritization and escalation procedures - Incident lifecycle and classification |
HDI Help Desk Analyst (HDA) Sample Questions:
You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
- A. Inform the customer that you cannot understand them and there is nothing you can do to help them
- B. Ask the customer if there is someone else in their organization for you to talk to
- C. Tell the customer you are having difficulty understanding them
- D. Find someone else who can understand the customer better
Correct Answer: C 🗳️
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. Notify you manager of the situation
- B. Wait and see if the customer calls back
- C. E-mail an apology to the customer
- D. Instruct another analyst to conduct follow-up
Correct Answer: A 🗳️
A customer satisfaction survey is important because it obtains information about_____.
- A. The customer base
- B. Management performance
- C. Customer service performance
- D. Individual analyst performance
Correct Answer: C 🗳️
Which three are characteristics of a good negotiator? (choose three)
- A. Focuses on what is needed
- B. Presents multiple options
- C. Clearly identifies who/what is at fault
- D. Develops realistic expectations
Correct Answer: A,B,D 🗳️
For which two reasons do help desk's log all calls? (Choose two.)
- A. Provide an audit trail of activities
- B. Measures frequency of calls
- C. Prove the help desk is right
- D. Allows ticket monitoring
Correct Answer: B,D 🗳️
Belinda -
I passed HD0-100 exam, but I found some language error in it.