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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the most commonly used technology in the support center?

A) Telephony
B) Remote control
C) Self-help
D) E-mail

2. Place each style next to its attribute.

3. What does the abbreviation CTI stand for?

A) 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.
B) Customer Telephone Interface
C) Computer Telephony Integration
D) Calls, Telephones, and Internet

4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Develop alternatives
B) Inform the customer that the product is not supported
C) Apologies for not being able to assist the customer
D) Determine what the real need is

5. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Do nothing, everyone already knows
B) Notify IT/legal/security departments
C) Notify industry piracy association
D) Notify software vendor

Solutions: