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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
| Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Customer Service Skills | 30% | - Active listening and communication - Telephone and email etiquette - Handling difficult customers - Empathy and professionalism |
HDI Help Desk Analyst (HDA) Sample Questions:
Which two are characteristics of unsuccessful teams? (Choose two.)
- A. Lack of ownership
- B. Good team morale
- C. Lack objectives
- D. Independence
Correct Answer: A,C 🗳️
What is a benefit of purchasing a knowledge database?
- A. It is inexpensive to update
- B. It provides comprehensive information on proprietary applications
- C. It provides comprehensive information on commonly used hardware and software
- D. It is inexpensive to purchase
Correct Answer: C 🗳️
What is a key benefit of a knowledge-base system?
- A. Decreases network traffic
- B. Requires lower maintance
- C. Saves time and money
- D. Increase call volume
Correct Answer: C 🗳️
What is paraphrasing?
- A. Repeating what the customer says in their words
- B. Telling the customer what they meant to say
- C. Repeating what the customer says using your own words
- D. Using lots of long words when speaking to A customer
Correct Answer: C 🗳️
Which two techniques are used to match a caller's style? (Choose two.)
- A. Style
- B. Vocabulary
- C. Paraphrasing
- D. Restating
Correct Answer: A,B 🗳️
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